Win the Customer

DECEMBER 11, 2023

Customer Satisfaction (CSAT) Scores CSAT surveys provide direct feedback on customers’ satisfaction levels regarding specific interactions or experiences. Senior service managers should leverage CSAT scores to pinpoint areas for improvement, guiding initiatives to enhance satisfaction across touchpoints.

Sentiment Analysis 69

Sentiment Analysis Net Promoter Score Predictive Analytics Customer Experience 69

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

APRIL 28, 2024

Customer experience platforms make it possible to manage all the customer data in one platform and reach out to them when they need it. In your CX platform dashboard, you can see how your customers behave across all touchpoints and can personalize your interactions with them based on their behavior and preferences.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Shep Hyken

OCTOBER 6, 2022

With these questions and thoughts in the back of my mind, I decided to turn to our data of research with many organizations and calculate the value of customer emotional attachment compared to the typical customer journey map touchpoints.

Predictive Analytics 65

Predictive Analytics Customer Journey Map Touchpoint Customer Relationship 65

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

DMG Consulting

APRIL 16, 2019

Enterprises are leveraging interaction analytics to replace outdated methods (surveying, focus groups, etc.) of capturing feedback from customers. Interaction analytics has become an increasingly important source of data for customer journey mapping because it provides a multidimensional view of the customer experience.

Contact Center 48

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 48

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