Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

DMG Consulting

AUGUST 26, 2024

Making Conversation Analytics Smarter As conversation analytics technology and solutions have matured over the past 20 years, they have increasingly excelled at delivering meaningful data on customer effort, sentiment, and satisfaction, as well as helping to change and improve agents’ roles.

Analytics 48

Analytics Contact Center Quality management Calibration 48

JustCall

MARCH 6, 2023

10 Benefits of Customer Journey Analytics 1. Customer Journey Analytics vs. Other Approaches: A Comparison Measuring customer experience is no joke. In fact, quantifying your customers’ emotions and actions can be near-impossible with the right tools at your disposal.

Analytics 52

Analytics Journey mapping Metrics Feedback 52