PeopleMetrics

JULY 31, 2018

When customers provide their answer to this question, it comes in the form of a number—in this case, a 5 would indicate very satisfied with the most recent visit to the hotel, a 1 would indicate very dissatisfied , and so on. The question then becomes this: how do we make sense out of these unstructured comments from customers?

Text Analytics 79

Text Analytics VOC Unstructured Data CEM 79

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. How do you take action on customer experience? Listen to your customers. By leveraging customer experience design, businesses can create customer experiences that drive customer loyalty and business growth.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. The purpose is to convert unstructured text into meaningful structured data to support business analysis and decision making.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Confirmit

DECEMBER 14, 2016

During this follow-up session, Claire Sporton, VP, Customer Experience Management at Confirmit and guest speaker Sam Stern, Senior Analyst at Forrester Research, Inc. We’ll also look at the integration of unstructured and structured data to bring insights to life to inspire employees.

CX 40

CX Predictive Analytics VOC Structured Data 40

Lumoa

JANUARY 19, 2023

Structures may be more flat and cross-functional, with employees wearing multiple hats and some of them also dedicating only half of their time to customer experience initiatives. Here’s an example of how a startup’s customer experience department might be structured.

Net Promoter Score 88

Net Promoter Score Customer Experience NPS Start-ups 88

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. The purpose is to convert unstructured text into meaningful structured data to support business analysis and decision making.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60