Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! Just like a hapless tourist, customers are eager to share details of their experience.

Text Analytics 83

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 83

Callminer

FEBRUARY 27, 2019

Voice of the Customer (VoC) is a type of market research which aims to better understand current and prospective customers. Essentially, the process of finding the voice of the customer can be done a number of ways, using many different methods. Conduct in-depth customer interviews. Aim to be anticipatory.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. Developing a world-class CX strategy is well worth the investment of your time!

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

Lumoa

FEBRUARY 9, 2023

By the way, did you know that Lumoa’s analytics is powered by AI? B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. The situation when B2B CX was very distant from B2C CX has been rapidly changing.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Customer Service Life

NOVEMBER 13, 2018

I’ve written much in the past about the importance of listening to the voice of the customer and relaying these insights to the rest of the business — and I believe firmly that this is a huge responsibility and opportunity for the contact center. We have a huge role to play in the future success of our business!

Contact Center 60

Contact Center CX Text Analytics Customer Service 60

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. Learn More about the role of AI in CX.

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. Learn More about the role of AI in CX.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64