Experience Investigators

AUGUST 9, 2022

Customer experience is so ill-defined in general that it’s easy to think the tools in the CX toolkit are enough to say “we’re doing CX.” That’s why Customer Experience Management is so critical. What is CX Management (CXM)? We define it as three things: A mindset. A strategy. A business discipline.

CX 52

CX Net Promoter Score CXM Customer Journey Map 52

Lumoa

FEBRUARY 9, 2023

The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Why are your customers turning away from you? Why is the retention of your customers so high/low?

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Lumoa

MARCH 20, 2018

The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Why are your customers turning away from you? Why is the retention of your customers so high/low? Wondering which metric to choose?

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

SurveySensum

JULY 14, 2020

A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams. Chad Horenfeldt – Director of Customer Success at Kustomer. He is a thought leader, speaker, and has been the UK Customer Experience Awards Judge. . LinkedIn : [link] /.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Lumoa

MARCH 20, 2018

The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Why are your customers turning away from you? Why is the retention of your customers so high/low? Wondering which metric to choose?

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64