Lumoa

OCTOBER 31, 2021

The Lumoa platform has been integrated into Forsta’s world-class experience platform to provide advanced AI-driven analytics to customers seeking to quickly identify the trends and insights that matter the most. This includes any unstructured feedback from survey responses to online reviews and customer support conversations.

VOE 83

VOE VOC Unstructured Data Artificial Intelligence 83

PeopleMetrics

NOVEMBER 17, 2014

That’s where Voice of the Customer (VOC) and Voice of the Employee (VOE) programs can help you in the coaching opportunity of a performance review. If you’re thinking about using VOC and VOE to supercharge your performance reviews, these Do’s and Don’ts should help.

Voice of the Customer 59

Voice of the Customer VOE VOC Voice of the Employee 59

CX Journey

JULY 10, 2014

Ensure that you have the right feedback at the right time from the right customers, then glean insights, create action plans, and drive it all back to the right departments and right employees who take action at the right touchpoints at the right time. Challenges I might make this sound simple and simplistic.

Unstructured Data 71

Unstructured Data Customer Experience VOE Data Mining 71

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. It’s literally a frontline touchpoint that impacts the bottom line of an organization.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. It’s literally a frontline touchpoint that impacts the bottom line of an organization.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52