PeopleMetrics

FEBRUARY 25, 2022

The field of customer experience is constantly evolving alongside the broader business environment. Here are a few trends we're seeing : Increased investments in AI technology, like text analytics and automated service recovery, to streamline elements of the CX process. Voice of Customer (VoC) or customer listening.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

Lumoa

FEBRUARY 9, 2023

B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company. Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

SurveySensum

JULY 4, 2023

These touchpoints can provide you with crucial information on your customer’s needs and expectations and what you need to improve your customer experience. Basically why and how customers are interacting with your brand. Incorporate customer feedback into the training and development process.

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Customer Feedback 52

SurveySensum

JULY 4, 2023

These touchpoints can provide you with crucial information on your customer’s needs and expectations and what you need to improve your customer experience. Basically why and how customers are interacting with your brand. Incorporate customer feedback into the training and development process.

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Customer Feedback 52

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. We’re moving towards personalized omnichannel experience in B2B customer journeys.

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. We’re moving towards personalized omnichannel experience in B2B customer journeys.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64