Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Experience Matters

NOVEMBER 24, 2015

Despite the fact that most large B2Bs have a low level of CX maturity, our research shows that 57% of them aspire to deliver industry-leading customer experience within three years.

B2B 120

B2B Customer Connectedness Report Customer Experience 120

Experience Matters

JANUARY 20, 2015

This report provides specific examples of how these companies’ CX efforts have created value for both their customers and for their businesses. We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

CSM Magazine

JUNE 24, 2021

Aspire to connectedness for a winning CX strategy. Becoming a Connected Enterprise provides the next big step in the evolution of the contact centre but what does it really mean for your customers? Connectedness benefits everyone, from customers and customer service management to agents themselves.

Connections 52

Connections Customer Connectedness Analytics Call Recording 52

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. How to take actions on customer experience? Listen to your customers.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

GetFeedback

MAY 9, 2019

Think about the last time you had a great experience with a brand. Now think about the last time you had a really bad experience with a brand. . That’s because a bad customer experience interrupts our day. We don’t expect it as consumers—we anticipate that brands will always meet our needs and wants.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

Experience Matters

DECEMBER 15, 2015

As you can see in our video Driving CX Transformation , customer-centric culture requires mastering four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. Speech Analytics Piloting. Predictive Analytics Personalizing.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120