Lumoa

FEBRUARY 9, 2023

Customer churn is the opposite of retention. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Customer Engagement Customer engagement is a term used to refer to customer interactions with a company, product, or service.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Lumoa

OCTOBER 31, 2018

Organizations will want quantitative justification of their investment in great customer service. Organizations will continue to look for more effective ways of gaining real-time customer intelligence rather than rear-view-mirror methods like surveys. Three words: voice of customer. How to overcome those challenges?

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

Vonage

MARCH 27, 2018

According to Forrester’s research, there are three components that define a good customer experience: effectiveness (the experience delivers value for the customer), ease (it’s not difficult for the customer to get value from the experience) and emotion (customers feel good about the experience).

Banking 91

Banking Coaching Government Analytics 91

Pointillist

APRIL 17, 2019

You know you need the right customer data analytics tools to discover customer journeys, understand customer behavior and provide your customers with a better experience. But standing in your way are existing customer data management challenges.

Analytics 51

Analytics Journey mapping Multichannel Government 51

Pointillist

MAY 23, 2018

According to a recent Forrester survey, 88% of CX pros are doing customer journey mapping. Customer journey maps are typically created to visualize a specific experience for a particular segment or persona. Visualize a “future-state” customer experience to spur innovation. Journey Orchestration.

Analytics 90

Analytics Journey mapping Customer centricity Multichannel 90

Balto

SEPTEMBER 12, 2023

The Need for Understanding Customer Desires in Customer Experience Management A predictive analytics solution collects huge amounts of data across different customer touchpoints and calculates relevant metrics from your customers’ interactions, such as handling time, agent behavior, queue length, and other relevant call center metrics and KPIs.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52