CX University

MARCH 22, 2018

For a Customer Experience (CX) initiative to succeed, it needs broad support across the organization, and it needs deep, gut-level support within the C-Suite. CX is not like a sales methodology, or a new technology. The point is: if your customers are looking for alternatives, they will instantly find an infinite number of candidates.

Customer Experience 66

Customer Experience 2016 Customer Centricity E Commerce 66

Second to None

JANUARY 22, 2019

Too often, brands blame a lack of technology or resources for their organizational problems. “Companies are rendered irrelevant by their scarcity of new thinking not the introduction of new technologies. The beauty of asking these two questions is that the answers can lead you to existing technology.

2005 48

2005 Telecommunications 2018 Voice of Customer 48

Lumoa

FEBRUARY 9, 2023

According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Why are your customers turning away from you? ” – Shep Hyken.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Up Your Service

MAY 3, 2017

Our previous blog post demonstrated the power of customer voice in an unsolicited book review from a technology industry guru. Read on… Customer loyalty is a powerful marketing force that travel and hospitality businesses are always chasing. The rise of white-glove customer service.

Hospitality 74

Hospitality Travel Brands Airlines 74

Hero Digital

OCTOBER 10, 2018

In 2017, DTC sales increased by 34% and represented 13% of all e-commerce sales. Successful DTC brands make data-driven customer experiences their core offering. From the customer perspective, DTC products are risky. The secret sauce? Data-first priorities help brands rethink the possibilities of industry practices.

Retail 40

Retail E Commerce Consumers Brands 40

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. Much of the improvement has been driven by advancements in product innovation and digital technology.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Lumoa

MARCH 20, 2018

According to Accenture , 85% of customer interactions will be managed with AI by 2020. The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Both groups of technologies can be utilized to make analytics more actionable.

Net Promoter Score 114

Net Promoter Score Customer Experience CEM B2C 114

Lumoa

MARCH 20, 2018

According to Accenture , 85% of customer interactions will be managed with AI by 2020. The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Both groups of technologies can be utilized to make analytics more actionable.

Definition 64

Definition Net Promoter Score Customer Experience CEM 64

Talkdesk

JULY 26, 2017

It allows companies to give contact center admins more power than ever before to customize and manage their contact center technology and integrations. One of the biggest challenges we continually heard from companies was that they were struggling to integrate all of the technologies that they desired into their contact center.

Webinar 40

Webinar Contact Center Call Center Healthcare 40

Thematic

NOVEMBER 13, 2018

We have more data than ever before, but drawing insights from that data to actually understand your customers “voice” is extremely difficult. What is Voice of Customer (VOC)? And you can only do that with the right technology. Voice of Customer examples: two success stories. But how do you do it well?

Voice of Customer 101

Voice of Customer Net Promoter Score ROI NPS 101

COPC

NOVEMBER 13, 2019

As the provider of services and the bridge between drivers and customers, the goal of the customer service centre is to meet the needs and expectations of customers while helping drivers recognize and share the value of the platform. Upon the recommendations of COPC Inc.,

Customer Satisfaction 8

Customer Satisfaction Voice of Customer Consulting Transportation 8