Analytics Employee engagement Journey mapping Metrics 
Win the Customer
DECEMBER 11, 2023
Net Promoter Score (NPS) A fundamental metric, NPS reflects the likelihood of customers recommending your brand to others. Monitoring these metrics allows senior service managers to ensure timely and effective support, thus enhancing the overall customer experience.
Lumoa
APRIL 28, 2024
Medallia is known for its robust analytics and reporting capabilities, providing in-depth insights into customer feedback and trends. Despite efforts to collect and analyze feedback, employees frequently struggle to pinpoint what affects these metrics. Lumoa turns the traditional approach upside down.
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Lumoa
JANUARY 19, 2023
Map Your Current Customer Journey To gain a better understanding of how exactly your customers interact with your business, you will need to map out the current customer journey. Project management, to ensure that projects are well organized, completed on time and meet key metrics. website, apps, etc.),
ClearAction
SEPTEMBER 25, 2022
The CCXP exam has 100 multiple choice questions that are easier to answer when you have spent a few years in your career managing 5 areas: CX Strategy, Improvement & Design, Culture & Accountability, VoC & Intelligence, and Metrics & Analytics. These include NPS, Net Promoter System, and customer journey mapping.
ShepHyken
NOVEMBER 30, 2018
By establishing metrics for factors like “time spent in the knowledge base,” “screens to resolution,” or “questions to authentication,” you will learn what agents experience when supporting customers. Using the journey map, analytics and voice of the customer data, identify the specific factors that drive satisfaction within each channel.
ProProfs Blog
MAY 30, 2019
Customer journey is about getting deep down into the different interactions a regular customer has during their complete lifecycle. Only by appreciating this will you be able to adapt it to what you would like it to look like, i.e. a journey that maximizes success. Look for Better Employee Engagement.
Comm100
JUNE 15, 2022
One great starting point would be to measure customer response rates and increase employee engagement to ensure everyone is on the same wavelength. Gathering feedback, data, and metrics is all well and good, but it will count for nothing if there is no one pushing the business to make the needed changes.
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