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Measuring every conversation: How CX Score is changing the game artwork
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Measuring every conversation: How CX Score is changing the game

Inside Intercom Podcast by podcast@intercom.com

May 29, 202500:43:15Technology

CSAT has long been the go-to metric for support teams - but now there's a better way to measure how customers really feel. In this episode, Jared Ellis, Senior Director of Global Product Support at Culture Amp, joins Int...

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Measuring every conversation: How CX Score is changing the game is an episode from Inside Intercom Podcast by podcast@intercom.com. CSAT has long been the go-to metric for support teams - but now there's a better way to measure how customer...

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Published May 29, 2025, 00:43:15 long, audio available.

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What is Measuring every conversation: How CX Score is changing the game about?

CSAT has long been the go-to metric for support teams - but now there's a better way to measure how customers really feel. In this episode, Jared Ellis, Senior Director of Global Product Support at Culture Amp, joins Intercom’s Bobby Stapleton to explore his team's experience trialing Intercom’s new AI-powered Customer Experience Score. They unpack the limitations of traditional CSAT, why measuring every conversation matters, and how AI is helping them turn “neutral” experiences into standout ones. Watch this episode on YouTube: Follow the people Newsletter Sign up for *The Ticket:* A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. Say hi LinkedIn: X: See Privacy Policy at and California Privacy Notice at .

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Measuring every conversation: How CX Score is changing the game is an episode from Inside Intercom Podcast by podcast@intercom.com.

How long is this episode?

This episode is 00:43:15 long.

When was this episode published?

This episode was published on May 29, 2025.

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Where can I listen to Measuring every conversation: How CX Score is changing the game?

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Which podcast is this episode from?

Measuring every conversation: How CX Score is changing the game is from Inside Intercom Podcast by podcast@intercom.com.

What are the episode details?

Published May 29, 2025 and 00:43:15 long