Over the past several months, Tethr has had the opportunity to work with many CX, customer care and sales leaders on some exciting initiatives, helping them improve their overall customer experience and drive better alignment with their overall brand promise. Today, we are excited to announce that we’ve raised $15 million to help fuel our […] Read More
In addition to relying on classic metrics like the Customer Effort Score for measuring sources of customer friction, CX leaders can now use new advanced AI and machine learning to effectively listen for Effort without using surveys – driving faster, more accurate and more reliable insights into the customer experience that can save at-risk customers […]
In 2008, the research team at CEB (now Gartner) surfaced a new measure, the Customer Effort Score (CES), that would change the way CX leaders evaluated the impact of customer service interactions on customer loyalty. Over the following years, the metric itself would be revised as companies adopted CES and started to leverage it to […]
Recently, I had the opportunity to moderate a fascinating discussion at the ICMI Expo in Ft. Lauderdale with Tim Donchez, Continuous Improvement Director at Lutron Electronics. Tim told the story of how Lutron has used Tethr to transform its service organization from a department that provides great service to its customers into an insight center […]
Today, we’re thrilled to announce a new partnership with leading voice capture specialist Red Box which will enable us to accelerate and simplify the delivery of our conversation intelligence platform to market. You can read more about the partnership in the press release here. Red Box reliably and securely captures high-quality audio from more than […]
The 20th annual Customer Contact Week conference is upon us. Next week, thousands of customer experience leaders will descend on The Mirage in Las Vegas where they will encounter dozens upon dozens of vendors promising companies the ability to leverage voice data (recorded phone calls, chats, etc.) to surface critical business insights. It’s a compelling […]
If you are interested in learning more about the Effort scoring discussed in this post, you can listen to a recording of a recent webinar that I hosted along with my colleague Ted McKenna and Lauren Pragoff, head of Effortless Solutions at Challenger, Inc. where we discussed the history of the Customer Effort Score, lessons learned from […]
In this presentation from the 2019 Qualtrics X4 Summit, Tethr’s Chief Product and Research Officer, Matt Dixon provides an overview of the research behind The Effortless Experience.
At Tethr, we talk a lot about reducing customer effort and the research that went into The Effortless Experience. Our Chief Product & Research Officer, Matt Dixon, wrote the book on it (literally) and we invested in training the Tethr Platform to essentially listen to your customer calls like Matt’s researchers would at scale. We […]
The research that eventually became The Effortless Experience began in late 2007 and our research team at CEB presented our first set of findings—specifically that companies are far better off trying to eliminate effort from the customer experience than trying to “wow” and delight their customers—to a group of 25 CX and service leaders in […]