PeopleMetrics

JUNE 4, 2019

In B2C, business is mainly transactional. 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. VoC In Both Worlds. Click here to download the book. Sean holds a Ph.D.

VOC 122

VOC B2C B2B CEM 122

PeopleMetrics

MARCH 1, 2018

Could you ever imagine running your business without knowing how much money is coming in and how much money is going out? You risk losing your best customers. If you're not measuring customer feedback consistently, you don’t know which touchpoints you’re doing really well on, which ones you’re not, and what your "moments of truth" are.

CX 97

CX CEM Finance Touchpoint 97

Lumoa

FEBRUARY 6, 2018

Now, luckily for everyone and especially the customers, more and more brands put more and more effort into developing its customer experience. One main challenge for the next year is short termism. Also, new tech solutions such as AI and machine learning have been getting a lot of attention. And why not?

CX 129

CX Customer Experience Education Machine Learning 129

Lumoa

OCTOBER 31, 2018

Now, luckily for everyone and especially for the customers, more and more brands put more and more effort into developing its customer experience. data security, gig economy, AI, machine learning).” Never underestimate the customers expectation in CX. One main challenge for the next year is short termism.

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64