DMG Consulting

APRIL 16, 2019

Enterprises increasingly recognize the need to listen to customers and prospects across voice and digital channels to obtain a comprehensive view of their experiences. Speech and text analytics, also known collectively as interaction analytics, provide a firsthand, unfiltered view of what transpires between customers and an organization.

Contact Center 48

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 48

Lumoa

FEBRUARY 9, 2023

Why are your customers turning away from you? Why is the retention of your customers so high/low? But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease?

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. Why are your customers turning away from you? Why is the retention of your customers so high/low?

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. Why are your customers turning away from you? Why is the retention of your customers so high/low?

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64