Lumoa

FEBRUARY 6, 2018

There are many organisations embracing a people-centric approach to business (be it employee engagement on CX or on developing strong CX programmes) but there remain a large number who fail to fully grasp the need for change. The top challenges I see are that everyone wants Customer Experience to be the latest and greatest.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Customer Bliss

DECEMBER 13, 2016

He focused on four major items: A quantitative assessment of what mattered and what didn’t matter to customers. Qualitative interviews – to put the story of the experience in the customers’ voice. Understanding employee views and needs with both qualitative and quantitative approaches. They’ll deflect.

Customer Experience 0

Customer Experience Customer Success Customer Journeys Financial 0

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Employee Engagement: Employees are aligned with the goals of the organization.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Lumoa

OCTOBER 31, 2018

There are many organisations embracing a people-centric approach to business (be it employee engagement on CX or on developing strong CX programmes) but there remain a large number who fail to fully grasp the need for change. The top challenges I see are that everyone wants Customer Experience to be the latest and greatest.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Lumoa

MARCH 20, 2018

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. We’re moving towards personalized omnichannel experience in B2B customer journeys. onboarding Onboarding is familiarizing a new customer with the service.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Lumoa

MARCH 20, 2018

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. We’re moving towards personalized omnichannel experience in B2B customer journeys. onboarding Onboarding is familiarizing a new customer with the service.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

Confirmit

MAY 29, 2018

With the right program in place, the Voice of the Customer can directly correlate to business success metrics so it’s well worth the time and effort to connect with customers using the right channel, at the right time. What Are the Characteristics of Best-in-Class Voice of the Customer Programs? Learn More.

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40