Customer effort Customer emotions industry standards Marketing 
Lumoa
FEBRUARY 9, 2023
more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.
Call Journey
OCTOBER 20, 2018
Currently, market leaders are tapping into the huge volume of calls that happen every day to uncover incredible insights as to what is occurring across the conversations in their business. Goodbye” there are thousands of words and phrases, which contain information about customer emotions, agent performance, company processes and products.
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