Lumoa

FEBRUARY 9, 2023

It involves measuring customer effort on customer service interactions, such as the number of customer emails received, the length of customer wait times, and the number of customer complaints. No doubt, omnichannel communication is a definite megatrend of the customer experience in the next years.

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. No doubt, omnichannel communication is a definite megatrend of the customer experience in the next years.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

SurveySensum

NOVEMBER 8, 2023

Implementing Automated Customer Support Virtual assistants and chatbots offer fast and efficient customer support. Here are the main benefits of implementing automated customer support: 24/7 customer engagement : Automated customer support systems offer 24/7 assistance.

CX 52

CX Customer Experience Artificial Intelligence NPS 52

Lumoa

FEBRUARY 16, 2023

Increasing customer loyalty. Feedback will reveal what customers want and how you can improve your products or services. This information helps create targeted campaigns that will help increase customer retention rates and build long-term relationships with customers. Thankfully, we’ve got you covered.

VOC 94

VOC Unstructured Data Customer Feedback Net Promoter Score 94

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. No doubt, omnichannel communication is a definite megatrend of the customer experience in the next years.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

Callminer

AUGUST 6, 2019

Contact center software has evolved as customers’ expectations and needs have shifted with the rise of mobile devices and social media. As more customers seek to engage businesses through other channels than voice (e.g., Social media. Speech/text analytics. Know the latest call center trends.

Contact Center 140

Contact Center VOC Social Media AI 140

Lumoa

SEPTEMBER 11, 2023

Customer effort score (CES), CSAT, and NPS are examples of metrics applicable in either case. But since customer experience has a more broader outlook than customer service, additional data like repeat sales figures and customer retention rate are also taken into consideration.

Customer Experience 83

Customer Experience Net Promoter Score NPS Start-ups 83