Bobby Kovalsky is a Customer Experience Strategist at ASAPP, where he partners with enterprise customers to ensure they exceed their business goals, with a focus on improving automated experiences and increasing digital adoption.
Prior to ASAPP, Bobby worked in media analytics where he was focused on helping traditional brick and mortar retailers increase their digital presence and drive eComm sales. He holds a M.B.A. in Business Analytics from Provide College in Rhode Island.
The danger of only using containment rate to measure success
Containment rate is not a good measure of success, used alone. A good metric will also consider if the customer’s need was met. Here’s how we measure. Read more