Actionable Insights, Customer Experience Management and Maine

Transforming MR and Insights teams into active participants in Customer Experience processes.

Futurelab

DECEMBER 27, 2023

Generating data and offering recommendations was their main job; the responsibility of actively driving change was outside of their scope. First, businesses started asking for actionable insights rather than just data: a new role that the researchers performed well, turning from number crunchers into consultative teams.

Customer Experience

Customer Experience CX Start-ups Actionable Insights

How to Sell Customer Experience to Your Organisation

Lumoa

JUNE 30, 2022

That’s a limited view because your customers have many different touchpoints with your product and brand over time. Support interactions are an important part of the customer experience you’re creating, but making them the main thing can hurt you.

Customer Experience

Customer Experience VOC CX Voice of the Customer

10 Best Qualtrics Competitors and Alternatives in 2021

SurveySensum

NOVEMBER 11, 2021

Even though Qualtrics is a top-tier management solution that allows you to create and analyze customer and employee surveys, people still try to switch to different Qualtrics competitors. High pricing and low collaboration features have also pulled the customers from Qualtrics. The Merger! Not user-friendly. Too Pricey.

Sentiment Analysis

Sentiment Analysis Text Analytics Close the Loop Machine Learning

Webinars

Turn Payments Into Personalization: Unlock the Value of Transaction Data

The Pragmatic Path to Composability: Creating Efficient Commerce Systems

Manual Call Reviews? There's a Better Way!

MORE WEBINARS

It's Not About the Metric

CX Journey

MARCH 17, 2015

In November 2014, I participated in the Hooked On Customers Summit , a webinar series hosted by Bob Thompson of CustomerThink. I joined Bob, along with Jeanne Bliss, in the first webinar to discuss Creating Actionable Insight from a Customer Listening Engine. Amen to that!

VOC

VOC Gaming Start-ups Actionable Insights

Digital Transformation and its impact on Customer Experience

SurveySensum

SEPTEMBER 14, 2020

It’s their job to keep the customer happy. Anna Muchnik, Digital Marketing Manager at Itransition says, “Empathy and emotional intelligence are now the main differentiators when it comes to competition for employees and customers alike. Every customer requires a unique solution and more personalization.

Customer Experience

Customer Experience Sentiment Analysis Social Media CX Transformation

6 competencies of a successful CX program

Qualtrics

SEPTEMBER 24, 2019

It’s about gathering and distributing actionable customer insights across the whole of the organization. For example,” says Aimee, “how does your CX team share actionable insights across the business? Is it done in such a way that allows people to diagnose customer pain points?

CX

CX Close the Loop Actionable Insights Innovation

The Role of NPS in the Banking Industry

SurveySensum

MAY 19, 2023

Acting on the feedback and improving the services show how much you value the customers, further increasing loyalty. Reasons Why You Should Measure NPS in Banks and Other Financial Services Following are some of the main reasons you should measure NPS in banks and other financial services.

NPS

NPS Net Promoter Score Customer Loyalty Close the Loop

Average Survey Response Rate You Should Aim For

Lumoa

MARCH 24, 2022

Setting survey response rate benchmarks can help you assess the performance and overall growth of your customer experience management (CEM) system. External Benchmarks The main challenge with external benchmarks is that you need to collect data from the main competitors in your industry.

CEM

CEM Net Promoter Score NPS Customer Survey

The Ultimate Guide to Choosing a Customer Experience Platform

Lumoa

MARCH 12, 2023

With a modern CX platform you can now create more personalized customer experiences across the board, while also streamlining your customer feedback collection. Actionable insights and learnings that help your business grow. Their ultimate goal is to enable you to improve the customer experience.

Customer Experience

Customer Experience Customer Journey Map Sentiment Analysis NPS

The Definitive Guide to Creating a Standout Customer Experience Strategy Template

Lumoa

SEPTEMBER 11, 2023

Setting Goals and Budgeting For best results with customer experience, you need to be hitting your targets regularly. Your chief goal should be broken down into more manageable objectives that can be completed according to a timetable. That means you need to see a monthly rise of at least 5% to achieve consistent results.

Customer Experience

Customer Experience Net Promoter Score NPS Start-ups

The Definitive Guide to Creating a Standout Customer Experience Strategy

Lumoa

SEPTEMBER 11, 2023

Setting Goals and Budgeting For best results with customer experience, you need to be hitting your targets regularly. Your chief goal should be broken down into more manageable objectives that can be completed according to a timetable. That means you need to see a monthly rise of at least 5% to achieve consistent results.

Customer Experience

Customer Experience Net Promoter Score NPS Start-ups

Create a Winning Customer Engagement Strategy

Lumoa

APRIL 4, 2023

You won’t have customer loyalty without meaningful connections. And without feedback, you won’t be able to improve, which stunts growth and customer loyalty. Loyalty’s main benefit is the opportunity to upsell. Image Source Another great example is Hootsuite, a social media management company.

Omnichannel

Omnichannel Customer Loyalty Customer Feedback Social Media

10 questions to ask when starting a B2B CX program

Qualtrics

AUGUST 22, 2019

How do I deliver a great business-to-business (B2B) customer experience (CX)? By 2020, Accenture Interactive predicts digital CX will be the main differentiator for B2B companies. Experience data , like NPS or text and voice sentiment , tells you why your program performed the way it did. And with good reason.

B2B

B2B CX B2C Close the Loop

We Asked 30 CX Influencers if They Would Recommend the Net Promoter System

Lumoa

APRIL 24, 2018

You won't be able to see a complete picture of your customer experience without looking at all metrics. You want to see a complete view of your customers, what's going on, trends, etc. to be able to identify actionable insights on which you can take action to improve the customer experience."

NPS

NPS CX Net Promoter Score Close the Loop

12 Reasons to Invest More in Customer Experience

PeopleMetrics

OCTOBER 25, 2017

Forrester’s Customer Experience Council 2017 member survey shows that 79% of all respondents believe that measuring customer experience is a top priority. Market research shows that the Customer Experience Management (CEM) market is estimated to grow from USD 5.06 Billion in 2016 USD 13.18

CEM

CEM Customer Experience VOC Scorecard

Tech Customer Success

Transforming MR and Insights teams into active participants in Customer Experience processes.

How to Sell Customer Experience to Your Organisation

Webinars

Trending Sources

10 Best Qualtrics Competitors and Alternatives in 2021

Webinars

It's Not About the Metric

Digital Transformation and its impact on Customer Experience

6 competencies of a successful CX program

The Role of NPS in the Banking Industry

Average Survey Response Rate You Should Aim For

The Ultimate Guide to Choosing a Customer Experience Platform

The Definitive Guide to Creating a Standout Customer Experience Strategy Template

The Definitive Guide to Creating a Standout Customer Experience Strategy

Create a Winning Customer Engagement Strategy

10 questions to ask when starting a B2B CX program

We Asked 30 CX Influencers if They Would Recommend the Net Promoter System

12 Reasons to Invest More in Customer Experience

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