CX Accelerator

FEBRUARY 12, 2018

To be able to know and understand what customers want, companies must listen to their customers. That’s why companies are implementing some type of voice of the customer (VoC) program. Why Is VoC Important? In 2017, VoC maturity is still an issue. 4) Tell a complete story with your data.

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

PeopleMetrics

JULY 31, 2018

When customers provide their answer to this question, it comes in the form of a number—in this case, a 5 would indicate very satisfied with the most recent visit to the hotel, a 1 would indicate very dissatisfied , and so on. Without it, CX professionals would be lost. How would they know what to do to fix problems without context?

Text Analytics 79

Text Analytics VOC Unstructured Data CEM 79

Confirmit

DECEMBER 14, 2016

Customer experience has hit the mainstream and with 2017 just around the corner, it’s time to start thinking about what the next developments will be for CX professionals. We’ll also look at the integration of unstructured and structured data to bring insights to life to inspire employees.

Predictive Analytics 40

Predictive Analytics CX Structured Data VOC 40

Lumoa

FEBRUARY 9, 2023

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. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Lumoa

MARCH 20, 2018

If we make a decision to invest less on customer service agents, how much will it decrease my customer satisfaction? Learn More about the role of AI in CX. B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Lumoa

MARCH 20, 2018

If we make a decision to invest less on customer service agents, how much will it decrease my customer satisfaction? Learn More about the role of AI in CX. B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64