The State of the Shopping Apps Report for 2022
In our State of the Shopping Apps report, we explore the performance of the top ecommerce apps on Android and iOS based on customer feedback.
How to Develop and Implement a Customer Experience Strategy
In this guest blog post written by our partner Allegro, you will learn 5 important things to consider when developing and implementing a customer experience strategy.
How to Set Industry NPS Benchmarks and Why It Matters
You need more than a generic range to understand if your NPS score is good. Learn how to set industry NPS benchmarks and why you should have them now.
What Are Survey Response Benchmarks and How to Calculate Them
Setting the right survey response benchmarks can define the success of your customer experience management efforts. Learn which benchmarks you need to set.
7 Ways to Use Customer Feedback in Marketing
Using customer feedback in marketing is essential to any marketing team. Read about 7 ways you can do that effectively.
What is Voice Of the Customer? [+ how to get a full overview]
It can be challenging to get an overview of your voice of customer sources when the data is stored in different tools and platforms. Are customers talking or complaining about the same things? or is it different? and if it is, what do they talk about? In this article, we’ll share our best tips on how to overcome this challenge.
Detractors: How to Turn Them Into Promoters
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 Appointed as the CEO of Lumoa
Carlos del Corral has been appointed as the new CEO of Lumoa as of 17th December 2021.
Business Value and ROI of Customer Experience: The Step-by-step Guide
Understand how changes in customer experience drive changes in customer behaviour and how that translates to financial measures – to revenue and profits.
A Helpful Introduction to Customer Experience Design
CX design helps organizations act more customer-focused, which in turn promotes decisions that empower, engage, and enlighten customers.
New Partnership: Lumoa in joint partnership with Forsta
The partnership between Lumoa and Forsta will streamline open-ended feedback using artificial intelligence to drive better-informed decisions.
Measuring Digital Experiences with Lumoa and Giosg
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.
New Partnership: Lumoa x Futurelab
Lumoa and Futurelab Finland are entering a partnership: Making AI an integrated part of customer experience improvement projects.
What is Digital Experience?
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?
Next-Generation Customer Experience Management Skills
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.
Accelerating the Customer Experience post-COVID
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?
Utilize Customer Journeys to Transform the Customer Experience
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.
Top 10 Must-Read Customer Experience Books
We have listed our top 10 must-read customer experience books that will help you level up your customer experience management skills.
What is Qualitative Data and Why You Should Collect it
While numbers and ratings from research are easy to analyze, businesses require insightful qualitative data to have a complete picture of their customers.
The Importance of Diversity in Customer Experience
Diversity in customer experience is important since it allows for improved communication, empathy, and understanding towards your customers.
CCaaS Trends 2021: The Evolution of Cloud Contact Centres
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.
EP 2: Inside CX by Lumoa – Democratization of CX and the importance of diversity
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.
Ep 1: Inside CX by Lumoa – Linking Customer Experience with Business Outcomes
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.
Emerging Customer Experience Trends in 2021
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.
The Best Customer Experience Conferences to Attend in 2021
We have listed the best online customer experience conferences and events to attend in 2021.
Survey Design Best Practices
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.
How To Calculate Sample Size: A Simple Guide
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.
Using Integrations In Customer Experience
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 Scale: Survey Questions and Examples
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.
Measuring Customer Experience in Different Customer Touchpoints
In this article, we explain how and at what point in the customer journey you should measure the customer experience.
A Guide to Using Multiple Choice Questions in Surveys
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.
10 Most Relevant NPS Software Platforms
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.