Lumoa

FEBRUARY 9, 2023

We’re moving towards a personalized omnichannel experience in B2B customer journeys. Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience. No doubt, omnichannel communication is a definite megatrend of the customer experience in the next years.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Zendesk

FEBRUARY 10, 2022

There are three main factors that make up experience optimization: Web experience optimization: using quantitative and qualitative data collection tools (like Google Analytics and customer surveys) to determine how your website or app can be improved upon. Need proof of omnichannel’s appeal?

Customer Experience 98

Customer Experience Unstructured Data Customer Journey Map Net Promoter Score 98

Lumoa

MARCH 20, 2018

We’re moving towards personalized omnichannel experience in B2B customer journeys. Same as with B2B customers, B2C customers expect consistent and personalized omnichannel experience. omnichannel Omnichannel is a cross-channel sales approach that provides the customer with an integrated customer experience.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Lumoa

FEBRUARY 16, 2023

But how do you get well-rounded data? Not every customer will state explicitly what their main problem is. You’ll want to consider the main project goal as you do this. Analyzing VoC data is just as critical as getting the data. Here are three things to help analyze your VoC data.

VOC 88

VOC Unstructured Data Customer Feedback Voice of the Customer 88

Lumoa

MARCH 20, 2018

We’re moving towards personalized omnichannel experience in B2B customer journeys. Same as with B2B customers, B2C customers expect consistent and personalized omnichannel experience. omnichannel Omnichannel is a cross-channel sales approach that provides the customer with an integrated customer experience.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

Steven Van Belleghem

MAY 19, 2020

The main reason is that, after one month, there is a need for reassurance of our customers as a lot of uncertainty is out there, linked to the fluctuation of investments, the evolution of the economy, the changes we have in lending (like payment holidays for mortgages, …), many transactions that we moved from the branch to the contact center, ….

Contact Center 52

Contact Center E-commerce Start-ups Innovation 52

Taylor Reach Group

SEPTEMBER 29, 2020

First, omnichannel interaction capturing with voice, email, chat, and social should be the primary channels through which you capture and analyze data in your CRM. Third, your CRM should provide enhanced data reporting and retrieval through automated-surfacing of insights and an optimized data storage and retrieval structure.

Contact Center 85

Contact Center Artificial Intelligence CRM Net Promoter Score 85