Unhappy customers can potentially damage your business. But studies show that 70% of complaining customers will return if their complaints are addressed, and up to 95% will return if their complaints are resolved quickly. Learn how you can turn your detractors into promoters.
Carlos del Corral has been appointed as the new CEO of Lumoa as of 17th December 2021.
Understand how changes in customer experience drive changes in customer behaviour and how that translates to financial measures – to revenue and profits.
CX design helps organizations act more customer-focused, which in turn promotes decisions that empower, engage, and enlighten customers.
The partnership between Lumoa and Forsta will streamline open-ended feedback using artificial intelligence to drive better-informed decisions.
Measure and improve your digital experiences with Lumoa and Giosg. Find out what is the easiest way to collect feedback and get actionable insights from your digital channels.
Lumoa and Futurelab Finland are entering a partnership: Making AI an integrated part of customer experience improvement projects.
As customer interactions become primarily digital, the quality of these digital impressions has a defining impact on your overall customer experience. But what is a digital experience, and how does it differ from a digital customer experience?
Complex customer experiences and new technology demand changes in the way we manage customer experiences. We have listed six next-generation CEM skills that you should learn.
The pandemic has changed and will continue to change many things about how we consume products and interact with businesses. So what does “post-Covid” CX look like?
Companies have traditionally looked to improve customer experience by focusing on particular touchpoints, which sometimes can create misleading results. Even if a touchpoint scores high for satisfaction, that doesn’t mean that the customer didn’t encounter any other problems.
We have listed our top 10 must-read customer experience books that will help you level up your customer experience management skills.
While numbers and ratings from research are easy to analyze, businesses require insightful qualitative data to have a complete picture of their customers.
Diversity in customer experience is important since it allows for improved communication, empathy, and understanding towards your customers.
Cloud Contact Center as a service is an absolute need for all businesses who are scaling up. Ccas helps customer service agents to offer advanced customer support.
In episode 2, we are joined by Merete Medle, Customer Experience Manager at ICE Norway. We talk about democratizing customer experience in organizations and the importance of being able to offer diverse experiences.
Episode 1: In this episode, we have Johanna Sinkkonen, CEO and co-founder of Lumoa, joining us to discuss the link between customer experience and business outcomes.
Prepare for the new and emerging trends in the world of customer experience. We have listed seven emerging customer experience trends for 2021 you should be aware of.
We have listed the best online customer experience conferences and events to attend in 2021.
Carlos Del Corral shares tips and best practices on how to create surveys that will not only increase your response-rates but also give you more insightful responses.
Calculating the sample size for your survey can sometimes be a bit tricky. In this article, we’ll guide you through the process of calculating sample sizes, and we’ll share some general rules on how to deal with survey projects where you struggle to get statistically significant results.
By using integrations in customer experience you can easily automate your customer experience management processes. This will make it easier to manage and improve the customer experience as a result of increased actionability. Find out what the most common integration examples are in customer experience management.
Rating scales are a quick and straightforward way to engage customers with surveys. In this article, we will dig deeper into different types of rating scales.
In this article, we explain how and at what point in the customer journey you should measure the customer experience.
Multiple choice questions are common to use in surveys. But how should they actually be used in surveys to ensure good response rates and maximize insight generation? In this article, we’ll share best practices on how to use multiple choice questions in surveys.
Looking for the right Net Promoter Score software tools and dashboards? We out together a list of the top NPS software providers and reviewed each of them. Find out the right customer feedback software for your needs.