The Big Lie

Happiness —> Loyalty —> Higher LTV

  • CX has been hijacked by customer support and service professionals pushing a lie. It’s not true.

  • There is no data that supports this hypothesis, yet it remains the north star for your customer team.

Useless Metrics

Activity & Sentiment Measures Provide No Value

  • CSAT, NPS, CES, CSI:  Are lagging indicators of customer sentiment at best, but are intractable to profit.

  • AWT, TTR, FCR, AHT: show how fast and busy teams are, but tell you nothing about how they move your company forward.

Failure of Foucs

Customer Outcomes, Not Company Outcomes

  • Your team focuses on getting customers the outcomes they want, not the outcomes your company needs.

  • Your team creates and Us v.s Them approach that is reactionary and abdicates responsibility for company success.

Kill your CX, Grow Your Profit

At proxi, we focus your customer team on PMF (product-market fit) by…

  • Using AI to automate transactions

  • Amplifying self-service

  • Simplifying & quantifying metrics that matter

  • Delivering PMF Business Intelligence to your company