{"id":31387,"date":"2025-05-29T12:31:58","date_gmt":"2025-05-29T11:31:58","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?post_type=intercom-video&#038;p=31387"},"modified":"2025-06-11T12:32:37","modified_gmt":"2025-06-11T11:32:37","slug":"measuring-every-conversation-how-cx-score-is-changing-the-game","status":"publish","type":"intercom-video","link":"https:\/\/www.intercom.com\/blog\/videos\/measuring-every-conversation-how-cx-score-is-changing-the-game\/","title":{"rendered":"Measuring every conversation: How CX Score is changing the game"},"content":{"rendered":"<p><span class=\"yt-core-attributed-string--link-inherit-color\" dir=\"auto\">CSAT has long been the go-to metric for support teams &#8211; but now there&#8217;s a better way to measure how customers really feel.<\/span><\/p>\n<p><span class=\"yt-core-attributed-string--link-inherit-color\" dir=\"auto\">In this episode of The Ticket, <a href=\"https:\/\/www.linkedin.com\/in\/jaredellis\/?originalSubdomain=au\">Jared Ellis<\/a>, Senior Director of Global Product Support at Culture Amp, joins Intercom\u2019s <a href=\"https:\/\/www.intercom.com\/blog\/author\/bobbystapleton\/\">Bobby Stapleton<\/a> to explore his team&#8217;s experience trialing Intercom\u2019s new AI-powered <\/span><span class=\"yt-core-attributed-string--link-inherit-color\" dir=\"auto\">Customer Experience Score.<\/span><span class=\"yt-core-attributed-string--link-inherit-color\" dir=\"auto\"> They unpack the limitations of traditional CSAT, why measuring every conversation matters, and how AI is helping them turn \u201cneutral\u201d experiences into standout ones.<\/span><\/p>\n<p><iframe style=\"width: 100%; height: 200px; border: 0 none;\" src=\"https:\/\/art19.com\/shows\/828246d1-e75c-4b41-a882-671aff845a93\/episodes\/aea84671-e4b7-461b-b4a0-f719ddd76880\/embed?theme=dark-custom&amp;primary_color=%23c78af0\" scrolling=\"no\" sandbox=\"allow-scripts allow-popups allow-popups-to-escape-sandbox\"><\/iframe><\/p>\n","protected":false},"excerpt":{"rendered":"<p>CSAT has long been the go-to metric for support teams &#8211; but now there&#8217;s a better way to measure how customers really feel.<\/p>\n","protected":false},"author":490,"featured_media":31388,"template":"","category":[3],"tags":[25296],"show-category":[25327],"coauthors":[24938],"class_list":["post-31387","intercom-video","type-intercom-video","status-publish","has-post-thumbnail","hentry","category-customer-support","tag-the-ticket","show-category-the-ticket"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.3 (Yoast SEO v28.4) - 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