Newsletter: Better Metrics, Better Outcomes, and Proof That Generative AI Works!

By Tom Sweeny

ServiceXRG Newsletter: July 2023

Last week we presented at SX Live on the topic of support efficiency and better outcomes. We covered what it means for Support to contribute to business outcomes and offered recommendations to adopt better Support metrics. Check out our presentation.

Measuring Support’s Contributions

If you want to deliver better outcomes, you probably need better metrics. Why? Only through our ability to accurately measure what we do can we improve upon it.

For far too long we have settled for a slate of metrics that tell us about the velocity and volume of work we do, but not necessarily the impacts and outcomes our efforts produce.

If you are looking for a metrics overhaul, learn how to implement your own Support Contribution Index. Read more about it here.

Proof That Generative AI is a Good Fit for Support

Generative AI has a positive impact on Support according to a research study conducted by Stanford and MIT researchers. The study finds that Gen AI increases productivity by 14% on average, as measured by issues resolved per hour, and the biggest benefit is for less skilled and less experienced workers.

You can read our take on the study and find a direct link to the full study.

ChatGPT will have profound implications for the way we deliver services. Get answers to help you plan for and adopt this emerging technology. Read more here.

The Transformation Journey

You don’t need to take this journey alone. We offer tools and resources to help you and your team transform Support and Customer Success. We’re here to help you every step of the way.

Drop me a note to learn more.

Tom Sweeny | Founder & CEO

 

The technology services industry is evolving and innovating — are you?

Let us help you maximize the efficiency and effectiveness of your Support and Customer Success initiatives.

We help our members develop and execute plans to drive innovation and adopt market leading practices and performance.

We offer comprehensive technology services industry research, objective insights, and decades of expertise.

Learn how membership can benefit you and move your services forward, faster, farther.

 

 

 

The Essential Guide to Self-Service Success

To respond to rising demand and cost efficiency pressures, Support teams look to self-service initiatives as the cornerstone of their ability to scale support.

Self-Service is widely used but often comes up short in fully resolving customer issues causing a Deflection Gap.

To maximize the benefits of self-service and to help scale support delivery, companies must take active steps to close the Deflection Gap.

This report outlines the steps to define, measure and optimize self-service effectiveness.

Download Now