Measuring every conversation: How CX Score is changing the game

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 of The Ticket, 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.