Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Both groups of technologies can be utilized to make analytics more actionable. But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease?

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

ECXO

DECEMBER 25, 2024

Whats more, the COVID-19 pandemic accelerated this shift, as companies adopted digital tools and reimagined customer touchpoints to remain relevant. Map the Customer Journey What to Do: Identify every touchpoint a customer has with your business, from awareness to post-purchase support. Todays customers expect companies to: 1.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. NLP has made feedback analytics way more accessible. Let’s explore how you can use analytics to revolutionize your customer experience.

Analytics 195

Analytics Customer Experience Management Net Promoter Score 195

Thematic

FEBRUARY 10, 2025

Text analytics can help you sort through these heaps of unfiltered data. Let’s talk about the reasons why text analytics is important for modern businesses like yours. The challenge is turning this chaotic information into clear, actionable insights, and that’s where text analytics steps in.

Analytics 62

Analytics Net Promoter Score Analysis Social Media 62

Calabrio

MARCH 11, 2025

Whatever aspect of QA your contact center is struggling with, this blog is for you. Automate performance evaluation: AI-driven QA scorecards and analytics streamline the evaluation process, freeing up managers to focus on coaching and development. Are you one of the many contact centers still relying on spreadsheets for QA?

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

Experience Investigators by 360Connext

DECEMBER 17, 2014

While others track analytics and send out surveys, this list is for anyone to who wants to make things happen quickly. Tackle those trickiest touchpoints in 2015. Bookmark this blog and subscribe to the Crack The Customer Code podcast ! The very best organizations then act upon those ideas quickly and with vigor. Keep learning!

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Long-term actions are based on the analytics results of the customer feedback. Both groups of technologies can be utilized to make analytics more actionable. Why is NPS ® going up or down?

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Alida

DECEMBER 9, 2016

It identifies key interactions and defines the various feelings, motivations and expectations that a customer might have at each touchpoint. In this blog post, we will look at why our current understanding of customer journey mapping is flawed, and how to fix it. Research during this phase should be both analytical and anecdotal.

Customer Journeys 224

Customer Journeys How To Touchpoint Social Media 224

Kerry Bodine

DECEMBER 30, 2020

Number 6: Why You Need To Measure Journeys—Not Just Touchpoints. Journey analytics is one step in the right direction. What is journey analytics ? It’s the measurement and analysis of key customer journeys—not just individual touchpoints. Number 5: Do Customer Journeys Drive Your Content Strategy?

Customer Journeys 227

Customer Journeys Customer Experience Touchpoint Analytics 227

Lumoa

JANUARY 3, 2023

For example, how often do they access a particular service (Google Analytics), or how much do they purchase (CRM), etc. Forget manual work as all the touchpoints are organized for you in an instant. KPIs can be optimized for different touchpoints, and there’s a lot of theory about how to do that. Attitudinal questions.

Survey 369

Survey Metrics NPS Effort Score 369

ShepHyken

MAY 31, 2019

You can also use analytics data to better understand your customer demographics, interests and behaviors. Make a list of all the touchpoints that your customers may have with your brand. Make a list of all the touchpoints that your customers may have with your brand. Even solving very small problems can have a big impact.

Customer Experience 123

Customer Experience Touchpoint User Experience Social Media 123

CX Accelerator

NOVEMBER 11, 2022

Customer Insights/Measurement/Analytics. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience. Once customer data has been gathered, an analytics function is required to derive meaningful, actionable insight from it. Back To CX Accelerator Blog Change Management.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Kerry Bodine

JANUARY 11, 2019

Number 7: Why You Need To Measure Journeys—Not Just Touchpoints. Journey analytics is one step in the right direction. What is journey analytics ? It’s the measurement and analysis of key customer journeys—not just individual touchpoints. Number 6: Do Customer Journeys Drive Your Content Strategy? Let us know below!

Customer Journeys 192

Customer Journeys Customer Experience Touchpoint Analytics 192

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

Teams are responsible for everything from designing and collecting feedback to designing better touchpoints and end-to-end experiences. Robust analytics platforms aren’t going anywhere. This means instead of having the “customer experience person,” they have full teams of specialized people. Soft Data is Perfectly OK.

Trends 244

Trends Net Promoter Score Effort Score Banking 244

GetFeedback

MAY 9, 2019

F or CXM to be successful, you need two components: real-time feedback (across the entire customer journey) and data analytics to close the gap between what customers expect and their perception of the experience that is currently being delivered. Identify the key drivers (interactions, customer journey touchpoints, etc.)

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

InMoment XI

MARCH 20, 2024

In this blog we break down the key components which remain the driving force behind their banking revolution! The collaborative effort aimed to redefine their insight strategy by incorporating competitive benchmarking, relationship surveys, and touchpoint surveys to understand customer “moments of truth.”

Customer Centricity 195

Customer Centricity Net Promoter Score Banking Effort Score 195

Thematic

APRIL 1, 2025

In this guide, we'll break down how to build a winning strategy—from setting clear objectives to using analytics and AI, mapping journeys, and creating a continuous feedback loop. Website & Product Analytics: Usage stats reveal behavioral trends. By the end, you'll know how to turn raw data into actionable insight.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

NetBase

JULY 20, 2020

Social Media Analytics is often misunderstood, because the social media itself is misunderstood! This is where Social Analytics comes into play. What Is Social Analytics? When you have state of the art tools, however, Social Analytics becomes a treasure trove of consumer insights you can’t find anywhere else.

Social Media 104

Social Media Analytics Net Promoter Score Analysis 104

TechSee

JUNE 10, 2021

This blog challenges that status quo. Far more than simply being a tool to help your staff see what the customers see, Visual Assistance can guide the customer across many touchpoints, from onboarding, unboxing, setup, and troubleshooting to operational guidance, maintenance, and repair. Deal with Data Analytics.

Self Service 207

Self Service Innovation Analytics Transportation 207

Pointillist

JUNE 15, 2018

In this post, I take an in-depth look at why customer retention matters and the ten powerful ways in which customer journey analytics can help you immediately improve customer retention. Hand-picked related content: How to reduce churn using customer journey analytics ]. 10 Steps to Improve Customer Retention with Journey Analytics.

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

SuiteCX

FEBRUARY 18, 2020

They still require work with broader BI and analytics engines for score/algorithmic response data and orchestration tools to drive the Micro Campaigns that are outcomes. Examples of providers in this segment include Touchpoint Dashboard, UX 360 and SuiteCX. They can inform Macro CX and Micro CX/UX. Tool Audiences.

Customer Journeys 274

Customer Journeys Effort Score CRM CEM 274

NetBase

APRIL 5, 2019

April 2019 Update: Our list of free social media analytics tools has been refreshed for 2019 – check it out below! Unless you find ways to connect to your audience, on their terms, across every touchpoint. It’s a process that can only be accomplished with the help of social analytics tools. WHAT IS SOCIAL MEDIA ANALYTICS?

Social Media 99

Social Media Analytics Tools Marketing 99

Lumoa

NOVEMBER 21, 2023

Accuracy: For processing the feedback data and making judgments based on it, AI tools help reduce human errors and oversights delivering accurate analytics. Let’s talk a bit more about how the use of AI tools transforms customer feedback analysis in the next part of this blog. Lumoa’s analytics is built on top of this philosophy.

Analysis 195

Analysis Feedback Social Media Chatbots 195

ECXO

JUNE 23, 2024

This may involve investing in a robust customer relationship management (CRM) system, customer engagement platforms, and analytics tools to gain valuable insights into customer behavior and preferences. It helps you identify key touchpoints, potential pain points, and opportunities to delight customers. Invest in training your team.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

Lumoa

APRIL 24, 2018

blog linkedin twitter Why? "I blog linkedin twitter Why? blog linkedin twitter Why? blog linkedin twitter Why? blog linkedin twitter Why? blog linkedin twitter Why? blog linkedin twitter Why? "It What matters is why the score is as it is. Not as the only system used.

System 317

System Effort Score NPS Net Promoter Score 317

Calabrio

FEBRUARY 16, 2017

Gartner analyst Jake Sorofman states, “marketing often funds these cross-functional CX initiatives, sets the strategy, and designs the desired-state experience itself—and, in many organizations, owns and controls a growing preponderance of customer touchpoints.” Customer-centricity shines a spotlight in the contact center.

Trends 153

Trends Customer Engagement Engagement Contact Center 153

Lumoa

JANUARY 19, 2023

Different types of customers will interact with your brand in various ways, they might go back and forth between different touchpoints , and that’s why mapping can be quite the challenge. What are the key touchpoints for different personas? For example: website optimization, content marketing, and digital analytics.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

InMoment XI

SEPTEMBER 14, 2023

Utilize tools and techniques like predictive analytics to keep an eye on brand mentions, reviews, and social media conversations. Regularly update your blog, social media channels, and other platforms with content that aligns with your brand values and speaks to your audience’s needs and concerns.

Brands 195

Brands Management Social Media Effort Score 195

Lumoa

FEBRUARY 14, 2024

How to Spot Gaps in Your CX Strateg y Tracking this data through CX management software gives companies the freedom to tinker with other aspects of CX, like the number of customer touchpoints or level of personalization, with measurable KPIs to judge the results. More Data-Driven Analytics Advanced analytics is enhancing the CX industry.

Strategy 195

Strategy Customer Experience How To Multi-Channel 195

GetFeedback

SEPTEMBER 19, 2018

However, there are key touchpoints throughout the entire customer journey where you can be listening to your customers. GetFeedback’s Text Analytics filters keywords by sentiment, frequency, and trending terms, allowing you to take action on valuable feedback. Net Promoter Score Surveys. Ready to give it a whirl?

Survey 199

Survey Net Promoter Score Data Effort Score 199

Win the Customer

DECEMBER 23, 2024

This blog post will explore key AI trends shaping the future of customer service and discuss their implications for product development. Implement personalized recommendations, proactive support, and tailored communication strategies across all customer touchpoints. Feel free to ask if you have any further questions.

Customer Service 59

Customer Service Social Media e-support Travel 59

Lumoa

MARCH 12, 2023

These tools typically include features such as customer data management, analytics and reporting, automation, and personalization. Having a full view of customers across all touchpoints and from every channel means that you can better understand customer needs, preferences, and behaviors. A CX platform combines all of that.

Customer Experience 195

Customer Experience Customer Journeys NPS Analytics 195

BirdEye

MARCH 6, 2025

In this blog, youll learn how to piece together each tactic for real, measurable growth. Whether someone is searching for your services on Google, checking your reviews, or engaging with your social media posts, every digital touchpoint contributes to your brands visibility. Post at optimal engagement times based on audience analytics.

Tips 85

Tips Tools Social Media Multi-Channel 85

Lumoa

FEBRUARY 2, 2023

There are now multiple touchpoints for your customers–websites, apps, and newsletters in addition to your physical space (and they may never even set foot in your store!). Because of this complexity, the retail customer journey must be consistent across all touchpoints (websites, apps, physical space, etc.). This data is powerful.

Retail 221

Retail Net Promoter Score Strategy Customer Experience 221

Lumoa

OCTOBER 15, 2023

Not only does it elevate your response and accuracy rates (oh, and here are a few extra ideas to boost those response rates even more), but it also provides a clearer picture of what’s happening at various customer touchpoints and segments of the customer experience. Lengthy surveys? They won’t cut it here. That’s powerful stuff.

Feedback 195

Feedback Hospitality Analytics Touchpoint 195

Comm100

NOVEMBER 28, 2022

Rather than seeing personalization solely as a marketing or analytics problem, they view it as an organization-wide opportunity. This means improved recruiting potential for admissions teams along with better retention of students as the details of each student touchpoint are available to every agent. Personalization becomes key.

Trends 246

Trends Customer Service Chatbots Omni-Channel 246

rethinkCX

FEBRUARY 13, 2025

Key Strategies to Improve Customer Experience Understand Your Customer Journey Map out customer touchpoints. Utilize analytics and customer feedback for insights. For more insights on customer experience trends and best practices, subscribe to our blog or contact our team for expert consultation.

Loyalty 52

Loyalty Net Promoter Score Customer Journeys Strategy 52