Analytics & Insights

I want to walk you through a real-world template I use when I need to quantify how improving first response time (FRT) — by any given percentage — will affect customer lifetime value (LTV). This is the kind of modelling that turns CX initiatives from "nice to have" into board-level priorities. I’ll share the assumptions I typically make, the step-by-step calculation, and a ready-to-use table example so you can plug in your own numbers.Why...

Read more...

When I help teams prove the value of self-service content, the most common problem I see is an appetite for perfect measurement that never turns into action. Teams design complex tracking schemas, wait for months of noisy data, then decide measurement is "too hard" and revert to opinion-based decisions.I've learned to flip that script: start with a minimal data collection plan that answers the core question stakeholders actually care about —...

Read more...

I often get asked how to run fast, low-risk experiments that actually tell you whether a new automation or conversational flow is worth rolling out. Recently I needed to compare Intercom’s outbound flow/series approach with our existing live conversation model — and instead of a vague pilot, I designed a one-week experiment that gave clear, actionable results. Below I share the exact approach I used, the decisions to make up front, and the...

Read more...

I run a lot of experiments with chatbots and conversational automation, and one question keeps coming up: how do we prove the bot is actually improving customer satisfaction? It’s tempting to point to a single CSAT score and call it a day, but in practice you need a mix of quantitative and qualitative signals to build a convincing story. Below I share the set of metrics I always track, why each matters, how to measure them cleanly, and a few...

Read more...

When I’ve been in the room asking for budget for a new support platform, the difference between "we need better tooling" and "we deserve investment" always came down to one thing: the dashboard. Leaders don't buy feelings — they respond to clear, measurable impact. Here’s the exact set of metrics I put on a leadership dashboard to win budget conversations for a new support platform, how I explain each metric’s business relevance, and...

Read more...

I used to treat reopened tickets as an annoying metric — a little blip on a dashboard that nudged managers to shrug and reassign. Over years of working with support teams, though, I learned that ticket reopenings are a goldmine. They reveal where conversations fail to resolve root causes, where automation promises but underdelivers, and where agents inadvertently create extra work. Conversational analytics lets you move from guesses to...

Read more...

I often get asked by support leaders: “How do I know if our knowledge base is actually helping customers — and how quickly can I spot the biggest wins?” If you’ve got 20 minutes and a cup of coffee, you can run a pragmatic, evidence-based audit that surfaces the highest-impact fixes for deflection. Below I walk you through a repeatable 20-minute process I use with teams to evaluate knowledge base (KB) quality and prioritise improvements...

Read more...