Lumoa

APRIL 18, 2023

In short, they create an environment where you are able to holistically construct a seamless and holistic experience for your customers, from end-to-end. Customer experience has been considered a differentiator for years—but it’s been hard to execute on CX improvement opportunities because of siloed and unstructured data.

Customer Experience 78

Customer Experience CX Net Promoter Score Unstructured Data 78

InteractionMetrics

MAY 28, 2019

Remove leading statements, skewed scales, double-barreled questions, and other subjective constructs. Segment your data and code unstructured data—the point is to uncover themes! It should be random, statistically valid, and representative of your customer base. Eliminate bias. Test for replicability.

Mystery Shopping 40

Mystery Shopping Double-Barreled Question Unstructured Data Non-Profits 40

InteractionMetrics

OCTOBER 16, 2023

Measure to test your hypothesis (Even your unstructured data like reviews, conversations, and answers to open-ended text questions can be quantified.) Analyze the data, teasing out correlations and causation if possible. Analysts are often pressured to find a story that the data doesn’t tell. Interviews?

Customer Experience 52

Customer Experience Net Promoter Score Retail CX 52