Lumoa

FEBRUARY 9, 2023

The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Both groups of technologies can be utilized to make analytics more actionable.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Lumoa

MARCH 20, 2018

The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. 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 107

Net Promoter Score Customer Experience CEM B2C 107

Lumoa

MARCH 20, 2018

The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. 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 60

Net Promoter Score Customer Experience CEM B2C 60

Taylor Reach Group

MARCH 26, 2018

SOCAP Ohio Chapter – B2C Text Messaging Summit April 5, Columbus, OH. It's an opportunity to unite with thousands of other Marketing, Service, Sales, and Commerce professionals, sharing your challenges and victories while learning from your peers. CEM 10th Annual Customer Experience Management in Telecoms Summit April 10 – 12, Vienna.

Contact Center 51

Contact Center Artificial Intelligence Customer Experience CEM 51

PeopleMetrics

JUNE 4, 2019

Are they businesses ( B2B ) or consumers ( B2C )? B2B companies usually have a smaller number of customers (typically called “clients”) who often pay a significant amount for products or services, while B2C companies usually have many customers with a lower comparative price point. In B2C, business is mainly transactional.

VOC 122

VOC B2C B2B CEM 122

PeopleMetrics

MAY 4, 2020

For B2C companies with large numbers of customers, recover alert follow-up should be prioritized by the customer’s customer lifetime value (CLV). He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Following up on recover alerts is the heart of your VoC program.

Close the Loop 77

Close the Loop VOC CEM Business Administration 77

PeopleMetrics

OCTOBER 29, 2019

A healthy transactional B2C survey will have a response rate of at least 5%; at PeopleMetrics, our range is 5% to 18% for B2C. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

VOC 61

VOC Double-Barreled Question CEM B2C 61