CSM Magazine

MARCH 13, 2025

The Importance of Measuring Customer Satisfaction Customer satisfaction is more than just a feel-good metric. Customer feedback, when combined with satisfaction metrics, becomes a powerful tool for shaping business decisions. At its core, satisfaction metrics are the compass for strategic planning.

Metrics 52

Metrics Surveys Feedback Analytics 52

AWS Machine Learning

JANUARY 12, 2023

This is guest post by Andy Whittle, Principal Platform Engineer – Application & Reliability Frameworks at The Very Group. At The Very Group , which operates digital retailer Very, security is a top priority in handling data for millions of customers. The adoption of Logstash was initially done seamlessly. text(logData).build();

Engineering 127

Engineering APIs Accountability Metrics 127

AWS Machine Learning

DECEMBER 9, 2024

However, keeping track of numerous experiments, their parameters, metrics, and results can be difficult, especially when working on complex projects simultaneously. We define the SageMaker-associated private subnets and security group in the configuration file. We specify the security group and subnets information in VpcConfig.

Metrics 105

Metrics APIs Engineering Accountability 105

ShepHyken

SEPTEMBER 30, 2019

NPS, CES, CSAT: Which One is the Best Metric? GetFeedback) NPS, CES, and CSAT are customer loyalty metrics. For those that haven’t adopted one – or even all – of these CX metrics, then this is a good starting point. The Customer Experience Guide for Today’s Contact Center by CH Consulting Group. (CH by Sara Staffaroni.

Customer Service 47

Customer Service Customer retention Metrics Consulting 47

AWS Machine Learning

JANUARY 24, 2025

Analyze results through metrics and evaluation. This VPC endpoint security group only allows traffic originating from the security group attached to your VPC private subnets, adding a layer of protection. Choose Create security group. For Security group name , enter a name (for example, bedrock-kms-interface-sg ).

Best practices 114

Best practices Accountability industry standards Metrics 114

AWS Machine Learning

OCTOBER 9, 2024

Amazon Lookout for Metrics is a fully managed service that uses machine learning (ML) to detect anomalies in virtually any time-series business or operational metrics—such as revenue performance, purchase transactions, and customer acquisition and retention rates—with no ML experience required. To learn more, see the documentation.

Metrics 95

Metrics APIs Engineering Accountability 95

AWS Machine Learning

SEPTEMBER 7, 2023

In February 2022, Amazon Web Services added support for NVIDIA GPU metrics in Amazon CloudWatch , making it possible to push metrics from the Amazon CloudWatch Agent to Amazon CloudWatch and monitor your code for optimal GPU utilization. Then we explore two architectures. already installed. We will refer to it as “aws-do-eks shell”.

Metrics 125

Metrics APIs Management Engineering 125

ShepHyken

AUGUST 30, 2019

While many marketers look at metrics like conversion rates, net profit per sale, average value of a lead, and average customer order, they often overlook their customer lifetime value. This week we feature an article by Lukas Sitar who writes about growing and sustaining customer lifetime value for the entire customer cycle.

Airlines 276

Airlines Metrics Advertising Sales 276

AWS Machine Learning

OCTOBER 28, 2024

SageMaker Model Monitor adapts well to common AI/ML use cases and provides advanced capabilities given edge case requirements such as monitoring custom metrics, handling ground truth data, or processing inference data capture. For example, users can save the accuracy score of a model, or create custom metrics, to validate model quality.

Scripts 115

Scripts Metrics Engineering Analytics 115

AWS Machine Learning

JANUARY 28, 2025

Evaluation algorithm Computes evaluation metrics to model outputs. Different algorithms have different metrics to be specified. It keeps records of experiment names, run identifiers, parameter settings, performance metrics, tags, and locations of artifacts. You might want to create your own custom visualizations.

Management 116

Management APIs Engineering Metrics 116

ChurnZero

APRIL 11, 2025

Are your metrics aligned with your goals? But its all helpful to define responsibilities and metrics, as well as to build and maintain efficient internal workflows. Group tasks together and apply a percentage with that activity type – for example, what percentage of time do CSMs spend with reporting?

Metrics 86

Metrics Benchmark Feedback SaaS 86

AWS Machine Learning

NOVEMBER 24, 2023

This post is co-written with Marc Neumann, Amor Steinberg and Marinus Krommenhoek from BMW Group. The BMW Group – headquartered in Munich, Germany – is driven by 149,000 employees worldwide and manufactures in over 30 production and assembly facilities across 15 countries.

Engineering 108

Engineering Analytics Self service Government 108

Callminer

AUGUST 1, 2017

Metrics, Measure, and Monitor – Make sure your metrics and associated goals are clear and concise while aligning with efficiency and effectiveness. Make each metric public and ensure everyone knows why that metric is measured. Rerouting the calls to the Campaign B agent group improves efficiency. Jeff Greenfield.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

AWS Machine Learning

NOVEMBER 7, 2024

Some components are categorized in groups based on the type of functionality they exhibit. The component groups are as follows. Shared services The following section describes the shared services groups. Responsible AI components This group contains key components for Responsible AI, as shown in the following diagram.

Enterprise 114

Enterprise APIs Government Accountability 114

Callminer

NOVEMBER 13, 2018

The winners were Quentin (Quinn) Burrell, Business Analyst at First Associates, Pulkit Jain, Manager of Business Information Analytics at Encore Capitol Group, Marvie Wright, Director of Leadership and Sales Training at Dialog Direct.

First call resolution 260

First call resolution Analytics Sales Metrics 260

Beyond Philosophy

MAY 28, 2020

Sutherland says that if you play by the same rules as everybody else and become obsessed with comparison, you will use the same metrics as your competitors. Sutherland refers to the book Blue Ocean Strategy, which says the point of differentiation is to develop better metrics than your competitors. Apple’s was subjective.

Metrics 371

Metrics Engineering Consulting Consulting 371

ShepHyken

MAY 31, 2021

Ad Age) Here are 5 tips for marketing organizations looking to maximize their Discovery Commerce opportunity from Aubrie Richey, VP of media for TechStyle Fashion Group that brought us brands like Fabletics and Savage X Fenty. I have added my comment about each article and would like to hear what you think too.

Customer Service 342

Customer Service Chatbots Customer effort Scripts 342

Beyond Philosophy

JUNE 27, 2019

Our research shows that there are clusters of emotions that directly impact a company’s Net Promoter Score and other value metrics. By monitoring a group of your customers going through the digital experience and watching for subtle changes in facial expressions, you can see how they are feeling at each stage in the experience.

Airlines 345

Airlines Customer emotions Accountability Consulting 345

ShepHyken

NOVEMBER 15, 2021

Magazine) Lego Group knows something about talking to its customers, and not just because it has a few creative employees. Evaluate Your Customer Service Performance with These 10 Essential Metrics by Julie Weishaar. Customer Experience Metrics: The Top 5 Ranked by Dan Gingiss. Lego Customers Lose Millions of Pieces a Year.

Customer Service 193

Customer Service Metrics Call Center Customer Experience 193

AWS Machine Learning

NOVEMBER 15, 2024

For automatic model evaluation jobs, you can either use built-in datasets across three predefined metrics (accuracy, robustness, toxicity) or bring your own datasets. Regular evaluations allow you to adjust and steer the AI’s behavior based on feedback and performance metrics.

APIs 112

APIs Government Best practices Metrics 112

AWS Machine Learning

MARCH 14, 2025

Although automated metrics are fast and cost-effective, they can only evaluate the correctness of an AI response, without capturing other evaluation dimensions or providing explanations of why an answer is problematic. Human evaluation, although thorough, is time-consuming and expensive at scale.

Metrics 105

Metrics Best practices Engineering APIs 105

ShepHyken

NOVEMBER 20, 2020

Consider these meetings to keep the feedback flowing: Weekly group meetings. NPS is a customer satisfaction metric that can help you evaluate the quality of your service. A lack of regular feedback between employees and managers leads to a lack of motivation and subsequent deterioration of service quality. Bi-weekly one-on-ones.

Customer Service 375

Customer Service Chatbots Education Feedback 375

AWS Machine Learning

JANUARY 7, 2025

A typical TMX file contains a structured representation of translation units, which are groupings of a same text translated into multiple languages. When using the Amazon OpenSearch Service adapter (document search), translation unit groupings are parsed and stored into an index dedicated to the uploaded file.

Engineering 114

Engineering Metrics industry standards Finance 114

Beyond Philosophy

NOVEMBER 10, 2014

The short version is that a study by the CFI group tracked the share prices of the leaders of the American Customer Satisfaction Index (ACSI) and the leaders National Customer Satisfaction Index, UK (NCSI) versus the broader markets. I have a whole post that looks into this relationship in more detail.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

DECEMBER 6, 2019

She made a lot of suggestions to the group about how they could change things to improve the Customer Experience. Signals from management and fellow employees will do more to improve your Customer Experience than a set of rigorous metrics reviewed at the weekly meeting. She was very engaged in the training.

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

Beyond Philosophy

DECEMBER 10, 2021

Unfortunately, Reichheld says too many organizations use NPS as a stick or a metric for earning bonuses. He says that the financial metrics most companies use for valuations point you toward the wrong investments. His new metric concept is called Earned Growth Rate. Several industries use this metric already.

Airlines 273

Airlines Metrics SaaS Accountability 273

ShepHyken

JUNE 2, 2024

Here’s a group of 15 members of the Forbes Agency Council who share different ideas on how using chatbots can increase and improve customer service and experience. My Comment: This article starts with a nod to NPS and the success of companies using this metric to measure customer satisfaction.

Customer Service 209

Customer Service Chatbots Metrics Consulting 209

CCNG

NOVEMBER 2, 2022

Many Contact Centers use metrics of averages to base decisions, i.e.: Average handle time (AHT) Average cost-per-contact (ACC) Customer Satisfaction (CSAT) Averages have their place in management decision-making, but they cannot be overly relied upon. Framed in this manner averages can be useful for long-term planning.

Management 195

Management Average Handle Time CCNG Contact Center 195

AWS Machine Learning

APRIL 24, 2025

A seamless search journey not only enhances the overall user experience, but also directly impacts key business metrics such as conversion rates, average order value, and customer loyalty. Complete the following steps: Register a model group. Note the model group ID returned in the response to register a model in a later step.

Engineering 107

Engineering APIs Enterprise Accountability 107

AWS Machine Learning

APRIL 10, 2025

Under Input data , enter the location of the source S3 bucket (training data) and target S3 bucket (model outputs and training metrics), and optionally the location of your validation dataset. To do so, we create a knowledge base. For Job name , enter a name for the fine-tuning job.

APIs 125

APIs Metrics Best practices Construction 125

AWS Machine Learning

FEBRUARY 21, 2025

There are various techniques of preference alignment, including proximal policy optimization (PPO), direct preference optimization (DPO), odds ratio policy optimization (ORPO), group relative policy optimization (GRPO), and other algorithms, that can be used in this process.

Benchmark 98

Benchmark Metrics Engineering Feedback 98

AWS Machine Learning

DECEMBER 2, 2024

Use faster auto scaling metrics – Take advantage of more granular auto scaling metrics like ConcurrentRequestsPerCopy to more accurately monitor and react to changes in inference traffic. It’s a dynamic policy that adjusts the number of copies based on a specified metric, such as CPU utilization or request count.

APIs 109

APIs Best practices Metrics Engineering 109

Beyond Philosophy

JULY 11, 2019

Then, you would try to narrow it down by which ones you remember are good/cheap/fast/healthy or whatever other metrics you are using to pick a restaurant. . The researchers asked a group of people to keep a food diary for two weeks. . It pulls them together and forms the memory. . How Memory Cues Influence Customer Behavior.

Consulting 297

Consulting Consulting Benchmark Advertising 297

Fonolo

FEBRUARY 9, 2023

In the world of contact center metrics, service level has always held a special place. This metric is universally understood across the industry, and clearly conveys how quickly customer calls are answered by support agents. Its origins go back over five decades, to the earliest days of call centers.

Service level 142

Service level Call Center Abandon rate Metrics 142

Beyond Philosophy

AUGUST 25, 2022

First, it starts with understanding your customers, which involves customer segmentation, which means dividing them into like groupings with targeted approaches that appeal to what they have in common and value collectively. There are a few things an organization can do to build this positive engagement tool for customer service.

Cloud contact 369

Cloud contact Contact Center Construction Consulting 369

Beyond Philosophy

DECEMBER 21, 2023

To summarize, most people think AI will be a great enhancement to the market research industry, and no one group has a majority opinion on what that means for customer insight or market research jobs. Whether you need qualitative or quantitative data analyzed, AI is great at grouping outputs. Moreover, it can create categories.

Customer centricity 221

Customer centricity Marketing Education Chatbots 221

ShepHyken

MAY 20, 2022

One of the best practices of how you can keep an eye on it is implementing the Net Promoter Score metric into your customer surveys. It may never have occurred to you that customer loyalty impacts all metrics of customer satisfaction. In customer service terminology, we recognize 3 groups of your customers.

Customer Service 193

Customer Service Best practices Surveys Feedback 193