Lumoa

FEBRUARY 6, 2018

Companies do marketing, sales and CRM – the customer does the experience! But if not applied within a strong operational CX framework, technology can distract and actually move leadership and employees farther away from understand customer emotions, motivations, and expectations.

Customer Experience 129

Customer Experience Customer centricity Education Consulting 129

aircall

JUNE 30, 2021

That means that companies within this space must work extra hard to provide an excellent customer experience if they want to hold on to their market share. Companies geared toward providing professional services have a much longer sales cycle than B2C companies. As a result, their customer acquisition costs are also higher. .

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

Lumoa

OCTOBER 31, 2018

Peter Lavers, Customer Experience and CRM Expert @ PeterLavers | blog "Customer Experience is here to stay! Companies do marketing, sales and CRM – the customer does the experience! AI and machine learning make customer listening and Voice of Customer analysis—at scale—suddenly possible in a way it wasn’t before.

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

Pointillist

MAY 23, 2018

Journey discovery is the best approach to reveal the numerous paths your customers actually take, as they engage with your company across channels and over time. Engage leaders throughout the organization, across silos, as key stakeholders and collaborators to identify the most important customer journey(s) to model.

Analytics 90

Analytics Journey mapping Customer centricity Multichannel 90