CX Scores: How we built a metric support leaders can defend

CX Score is a new metric designed to provide support teams with actionable insights into customer interactions, reflecting the nuanced expertise of customer service professionals. Addressing concerns about trust and reliability, CX Score was developed with transparency and alignment with human judgment as core principles. The system was crafted by AI specialists, using a dataset reviewed by experienced support professionals, and validated through both statistical measures and real-world testing. It avoids being a black box by offering clear explanations and evidence for each score, enabling teams to inspect and defend the ratings. Ultimately, CX Score aims to be a credible, explainable, and rigorous tool that can confidently be reported to executives and influence strategic decisions across organizations.