Experience Investigators

APRIL 23, 2024

CX leaders today face a long list of challenges, including adapting to a dynamic market environment and ensuring every stakeholder, supervisor, and employee in the business is aligned with the customer-centric vision. Understanding Customer Experience Management (CEM) Let’s start at the beginning. It’s time to make your case.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

PeopleMetrics

JUNE 4, 2019

The sales force becomes a key touchpoint in the customer experience for B2B. Each relationship and each interaction provide touchpoints for VoC feedback in B2B. Those in B2C need to embrace the fact that they probably have more customer feedback than they know what to do with. TEXT ANALYTICS: N/A.

VOC 122

VOC B2C B2B CEM 122

SurveySensum

MARCH 20, 2024

For seasoned professionals, the tool comes with advanced features such as advanced text analytics software, analytical dashboards, cross-tab analysis, real-time ticketing system (for closed loop), ease of DIY, better visualization, and more. It also offers effective AI analysis of customer feedback.

Customer Experience Management 52

Customer Experience Management CXM Customer Experience Text Analytics 52

SurveySensum

APRIL 21, 2023

It’s a customer experience management platform that helps companies make customer feedback actionable. Set up notifications to address feedback to close the loop. Text Analytics: SurveySensum uses AI-driven sentiment analysis to help understand the emotions behind the open-ended responses.

Text Analytics 52

Text Analytics Start-ups Social Media Customer Feedback 52

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Actionability is also, as we believe, one of the essential aspects of customer experience management. Long-term actions are based on the analytics results of the customer feedback.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Actionability is also, as we believe, one of the essential aspects of customer experience management. Long-term actions are based on the analytics results of the customer feedback.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64