When we started Lumoa, we wanted to give every employee, in every organization the power to make the right decisions based on the Voice of the Customer. We had directly experienced how challenging it is to collect, analyse, report on customer feedback, and we wanted to help companies to change this. 

In the last 8 years, we’ve made tremendous progress. We started with a vision, with a set of PowerPoint slides and, thanks to the trust you have placed on us, we’ve become a company processing millions of customer data points every month from all over the world! 

In the last year alone, we have integrated Generative AI technology at a speed that is unmatched in the market. When we look back at all these successes, and the many failures, we are incredibly proud and thankful that you have been a part of the journey. 

Our effort and your passion for Lumoa has not gone unnoticed. And today, I am happy to share that Lumoa is joining Netigate. 

Netigate is a Swedish company that wants to inspire actions through authentic understanding of people. And they have two capabilities that we find are fantastically complementary to Lumoa. 

1. A solid feedback solution, that covers any surveying need an organisation might have – something some of you have asked of Lumoa for a long time.
2. A wealth of expertise around employee experience and a dedicated solution for it – as the mantra goes, there is no happy customer without happy employees. 

I am extremely excited of where this new development will take us. We are now positioned to become the leading European experience management platform. 

So, what will change for you? 

The short, practical answer is nothing. 

In particular: 

• Your contract will remain with Lumoa and there will be no changes to the cost you are paying. 
• You will continue to work with the people you are familiar with, including Suvi, myself, and your dedicated Customer Success Manager. 
• You will continue to log in to and use Lumoa to gather, analyse, and act on the voice of your customers. 
• Your customers data will continue to be processed by Lumoa, within the boundaries of the EU/ETA and its thoughtful legislation. 

We have put together a list of questions and answers about the news of the day, and you can check it out here. 

As we work to integrate our businesses and solutions, you will get the chance to learn more about Netigate and its capabilities, to see if they will be a good fit for your needs. 

We know most of you personally, and we want to take a little more time to thank you once again for believing in us, for sharing your ideas with us, and for getting excited about our vision for the future of CX. 

In short, for taking us where we are now. 

We have a lot more to achieve together! 

Suvi Lindfors and Carlos Del Corral 

Lumoa Co-Founders 

The post A message from the founders appeared first on Lumoa.

Today, Netigate, a European leader in experience management solutions, announced the acquisition of Lumoa, the first customer experience platform to offer Generative AI technology. This strategic move unites two leading European innovators who are committed to bringing the voices of customers and employees to the core of business decision-making. With a combined portfolio of more than 1,500 customers, ranging from companies like Santander and Circle K to Credit Euro Bank, and Spotify, the organisation now provides services from its combined offices across Europe. 

Every day, companies are collecting multi-channel feedback that could be better utilized with deeper qualitative analysis. Both Netigate and Lumoa realised that to solve this challenge, collection methods must be combined with the best analysis to provide a true understanding of the feedback giver’s state of mind.  Then this information needs to be shared in a way that provides individuals or whole organizations with real-time access to support meaningful actions and decisions.
 

“This acquisition is a fantastic step towards realising our mission to inspire actions through authentic understanding of people” said Mikkel Drucker, CEO of Netigate. “By bringing together Lumoa’s AI and CX knowledge with Netigate’s advanced feedback management solutions, we are setting a new standard for how companies all across Europe can leverage customer and employee feedback to build sustainable growth and happiness.”

Together, Netigate and Lumoa are uniquely positioned to offer companies the most advanced technology – including Generative AI tools that make customers’ and employees’ voices heard – while at the same time complying with European laws on data usage and processing. 

“Joining forces with Netigate accelerates our mission to empower every employee to make the right decision based on the voice of their customers,” said Carlos Del Corral, CEO of Lumoa. “Together, we can now broaden the focus from customer experience to total experience while also leading the way in data security and privacy committing to all European regulations and guaranteeing your data will not be transferred or processed outside of the European Union.” 

In 2022, Netigate received a major strategic investment from GRO Capital, the leading North European (private equity) fund with a focus on B2B software. Their research estimates that the market for EX and CX software will grow to over 10 billion USD in the EU by 2027.  

“This partnership between Netigate and Lumoa is a great example of our investment philosophy of supporting companies that are poised for growth and ready to define the future of their industries,” remarked Lars Lunde, Partner at GRO Capital. “We are excited to see how the combined platform will change experience management in Europe and beyond.” 

About Netigate: 

Netigate is an international SaaS company offering a comprehensive experience management solution for organisations who seek to have an in-depth understanding of their employees and customers. Netigate strives to empower employee and customer experience professionals to reveal the human perspective behind the numbers, in order to drive business growth and decrease churn. 

The company combines powerful AI and machine learning technologies with a large team of in-house insight consultants to help customers extract actionable insights from their data and make a tangible difference. 

Founded in 2005, the organisation has 1500+ subscribing customers globally. Netigate is over 150 employees strong, headquartered in Stockholm, with regional offices in Berlin, Frankfurt, Warsaw and Oslo. Since 2022, the private equity fund GRO Capital has been the majority shareholder of the company.

www.netigate.net 

About Lumoa: 

Lumoa, headquartered in Helsinki, is at the forefront of customer experience management, having become the first CX platform to offer Generative AI solutions. Founded in 2016 and backed by Icebreaker, Lumoa helps customers in more than 20 countries, empowering their employees to make the right decision based on the voice of their customers. Last year, 74 million customer voices were analysed using the Lumoa platform. 

www.lumoa.me  

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By now, we have all heard about the new generative AI solutions that have taken the market (every market) by storm. OpenAI and its ChatGPT product first and foremost. In fact, if you are on LinkedIn, there is probably not much else you have read about in the past few months. 

You have heard about the incredible (and unlimited?) possibilities that these solutions can provide to individuals and businesses alike. And you might have also heard about the drawbacks and challenges they will bring with them, particularly in terms of data security and reliability of information. 

At Lumoa, we have been listening. And right from the start we have been thinking about how this can help us deliver more value to you, faster and securely. 

Our team has been hard at work to integrate the versatile functionalities of GPT into what Lumoa already has to offer, and we are ready to launch a first iteration in the next few weeks. 

Before we get to that – I know you are curious, and I promise this won’t be long – I want to take just a moment to anchor this move to our mission. 

When we set out to build Lumoa, we wanted to give everyone in every company the possibility to make the right decisions based on the voice of the customer. 

And to do that, we have built not only the best text analytics solution in a customer experience platform, but also all the tools necessary to bring all the feedback together, make sense of it and report on it, and translate the insights into concrete actions that will deliver results. 

So, as we are becoming the first customer experience platform to integrate generative AI, we do that in a way that supercharges what we have done so far. 

GPT is amazing, but it fails even on some basic logic operations. That is why adding it to Lumoa, with its already proven and proprietary natural language processing and impact calculation logic, makes for an amazing combination. 

Let’s cut to the chase, here is what we have cooked for you. 

Here’s a closer look

We know that GPT is extremely good at mimicking natural language, so the first thing we are going to do with the integration between Lumoa and GPT is to let it write natural language. 

In a few weeks, a limited number of customers (read below if you want to be one of them) will be able to select a topic and get a GPT-powered summary in natural language, that tells you what is happening with your feedback for that specific topic. 

Soon after, we will add filters (country, product, customer segment, etc.) to the summary and insight trends (how much that insight has changed in the current period compared to the previous one). 

What this will mean, in practice, is that with Lumoa you will be able to 

• See at a glance where it makes most sense to focus your effort. 
• Understand changes over periods of time and the reasons why they happen. 
• Get quick and readable summaries that you can immediately share in your reports. 

This is just the beginning. 

As we will roll out this new functionality to more and more customers, we will continue to perfect the integration with the aim, once again, to give everyone in every company the possibility to make the right decisions based on the voice of the customer. 

You have heard that by feeding customer feedback to GPT, it can tell you what your customers are talking about. 

Nice. 

We want to take it many steps further. 

Imagine you open your inbox on Monday morning, and you have an email from Lumoa with the subject “Weekly report about Product A”. 

And from that email, you can access not a superficial answer, but rather: 

• An answer that takes into consideration feedback in real time from all the sources you have integrated with Lumoa. 
• A detailed dashboard that tells you how much the problem is impacting your key KPI and that you can immediately share with key stakeholders. 
• A clear view of what customer segment is complaining about the problem, what is their CLV, and their churn risk. 

• A pre-filled task for the relevant person in your organisation who can follow up and close the loop. 
• An automatic notification for key stakeholders to follow the development of the problem and how much the whole organisation is saving because you have taken action. 

All of this, with reliable, secure, and correct information. 

I am excited for the possibilities. We, at Lumoa, are excited. We are sure that by making Lumoa the first customer experience platform to integrate generative AI, we can help you even further to make the right decisions for your business. 

I hope that I got you excited as well with this small sneak preview. 

If you want to get this as soon as it’s out, fill in the form at this page and our team will be in touch with the next steps in a few days. 

And don’t worry, if you will not be among the first to get the new feature, we will continue to work very hard to get it to every one of our customers as soon as possible. 

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We recently had the pleasure of interviewing Anna-Maija Tanninen, founder of B2B Customer Experience Agency. We asked Anna-Maija what inspired her to start her own company and how she supports her customers to take the next step in CX.

“B2B Customer Experience Agency was established in 2022 from my personal passion to support B2B companies in CX. For a while I had noticed there seemed to be missing a focused approach and thinking on what customer experience mean for B2B. At the same time B2B companies increasingly have customer experience in their strategies and need support in defining what it means to become customer centric. I believe especially in B2B customer experience frameworks need to be connected with business processes and understanding of the everyday realities to achieve best results.” – Anna-Maija Tanninen

In her career, Anna-Maija has worked both as a CX consultant and as an in-house Voice of the Program lead. She has supported many listed B2B companies, such as Kone, Wärtsilä and Ruukki in customer experience.

Anna-Maija explained that she collaborates with different partners to provide the best support and service depending on her customers’ needs. Many of B2B Customer Experience Agency’s clients require support for instance in building Voice of the Customer measurement models and governance with the natural next step being technology and tools for analyzing customer feedback and creating actionable insights. This is where Lumoa becomes an essential partner as it provides customers with a quick way to identify top topics driving customer experience up or down and create action plans.

“I see CX as a Service. B2B Customer Experience Agency operates in an ecosystem of CX leaders from consulting to technology. This means, with partners like Lumoa, we can build our customers skills and competences in all areas of customer experience from strategy to improvement actions.” – Anna-Maija Tanninen

This also shows that the partnership between Lumoa and B2B Customer Experience Agency is set to transform the way businesses approach customer experience, and we’re excited for what’s to come.

Meanwhile, Suvi Lindfors, one of Lumoa’s co-founders gave her own thoughts on the partnership.

“Anna-Maija has been following Lumoa’s journey for a long time. At one point, she even used Lumoa in a client engagement. It’s great that Anna-Maija is taking an ecosystem view when establishing her own company and even greater that she trusts Lumoa to be one of the technologies in her portfolio. I strongly believe that this partnership will be most beneficial to our joint customers, not just to our companies.” – Suvi Lindfors, Lumoa co-founder

About Lumoa:

Most companies today track a number to assess how happy their customers are. NPS, CSAT, online ratings. What they miss is a way to tell what actions will move the number up or down. To do that, they would have to organize feedback from all sources; sift through thousands of rows; categorize that; find insights; map trends, and report. It’s too much.

Lumoa makes this easy. It looks at any customer interaction, automates the analysis, and highlights the items with the biggest impact. The companies we work with not only see a spike in the numbers they track, but they always know what to do next to continue growing their business.

Find out more about how we can help you.

https://www.lumoa.me/demo/

About B2B Customer Experience Agency

B2B Customer Experience Agency provides dedicated customer experience support and advise to B2B companies. Founder Anna-Maija Tanninen has worked over 12 years in B2B both as a CX consultant and as an in-house Voice of the Customer Program Lead (KONE) and knows first-hand what it takes to develop and lead customer centricity in B2B.

B2B Customer Experience Agency operates in an ecosystem of CX thought leaders and practitioners from leading CX consultants to technologies. As our customer, you get the right expertise and support that best suit your needs, whether you are just starting with customer experience, or need advice how to take your customer experience to the next level with clearly defined CX vision and strategy, voice of the customer measurement and management model or customer centric operations.

For more information contact:

Anna-Maija Tanninen

Founder, CX Advisor

anna-maija.tanninen@cxagency.fi

+358 40 6736377

B2B customer experience services (cxagency.fi)

The post Collaborating for Success: B2B Customer Experience Agency and Lumoa appeared first on Lumoa.

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Lumoa Product News for August 2024 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Actionable Insights have been overhauled! We originally offered lots of different Insights types, but we received long term feedback that customers were unsure of the differeneces between the Insights, and when one would be more applicable than the other. Therefore, we rolled all of our Insights types into one called Actionable Insights: Let the AI notify you about important data points See how those data points are behaving over time Make connections between Filters and Open text feedback Below you can see some Actionable Insights in action. The system flagged feedback going to the “Discounts” Topic, from our Webshop in Germany, as having increased by almost 20% since last month. This had an Impact of us gaining 1.13 NPS points, and this Insight accounts for 6% of all feedback we got this month! Insights Summaries highlighting no longer features a count Insights Summaries are designed to summarize all your feedback into an easily digestible format. While we previously had things like “Price (16)” to indicate that 16 were talking about Price in the summary, based on customer feedback we have decided to disable this feature. Moving forward, Insights will still have clickable highlights within the summary, but they will no longer display the amount of feedback associated with them. After we can re tune this feature, it might come back! Let help.lumoa@netigate.net know if there are questions! AI Filters now available for conversational data AI Filters is a feature that allows you to create questions associated with your data, and our AI will attempt to answer them. Questions like “Is this customer feedback about a bug” or “Based on the comment, is this customer likely to churn?”. Lumoa can then use our AI to answer that question, for each piece of feedback you have, and then you can filter by the answers! So you could filter to see all the people that our AI believes are going to churn, based on the feedback they provided. Read more about AI Filters here! This feature didn’t get any updates itself, but its now available for conversational data. Upcoming webinars Introduktion till Lumoa: lär dig grunderna – Tuesday, September 17th 2024 – 2:00 PM (EEST) Mastering AI-Driven Customer Feedback: Insights, Analytics, and Real-Time Solutions – Thursday, September 5th 2024 – 1:00 PM (EEST) New guides in the Knowledge base to level up your Lumoa experience We made a few new guides to help get new users to Lumoa up and running, as well as to expand knowledge for veteran users. Note that you will need to be logged in to Lumoa in order to access certain guides: Added videos in addition to text guides for: Anonymization – article updated with new rules AI Filters – Formerly AI answers, just updated the names. Create and manage Dashboards – Updated with new Dashboard Groups logic That’s all folks! Thanks for reading!

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Lumoa Product News for October 2024 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Introducing Netigate EX! We spoke recently about how Netigate CX can help you capture the entire feedback lifecycle, and now we can do the same for your Employee Experience data: Automated Survey creation and distribution Report and analysis on Employee feedback AI Summaries and recommended actions We recently held a webinar that covers all of these things in more detail, check it out here! This webinar covers things specifically from an EX perspective, and how we are developing the platform to be more accessible with EX data as a whole! Ask AI has evolved We offer the ability to Ask AI questions about your data, and get a response based on the voice of the customer. Now, we can take those AI answers and use them to close the loop. We asked “what our three biggest issues were last quarter?” and that the AI wanted us to create a Task on it. Doing this allows us to assign the Task to a teammate, where they will get a notification with a link directly to the task. You can check our more about how Tasks work in our article or even our webinar on the topic. Ask AI can now also understand questions around: Time frames (biggest issues last quarter, this month, etc) Memory (it will remember previous questions you have asked) Filters (biggest issues in Country: Germany or Customer Group: B2B) We now support questions without a score To be clear, we always supported surveys or data that doesn’t feature an overall score – that hasn’t changed. What we now support is the ability to analyze “I dont know” or N/A responses associated with questions in your data. An example for when you might want to use this is if you own a hotel, and you ask guests “how did you like the pool?” – but the customer may have not used the pool. In that instance, they should be able to put “I dont know” or N/A, and our analytics will now accept these answers, along with the customers who do leave a score! Upcoming webinars We are migrating webinar platforms – stay tuned for more invites for webinars soon! New guides in the Knowledge base to level up your Lumoa experience We made a few new guides to help get new users to Lumoa up and running, as well as to expand knowledge for veteran users. Note that you will need to be logged in to Lumoa in order to access certain guides: Anonymization – Removed mention of AI as its misleading (its more like an “engine” Netigate EX – The new platform to capture the entire employee feedback lifecycle. SSO – Updated with instructions for new SSO page, no longer requiring us to get sensitive info by hand Ask AI – Updated with new Ask AI logic described above That’s all folks! Thanks for reading!

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Lumoa Product News for July 2024 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! New analytics features for surveys without text For a long while, Lumoa has prided itself on having some of the best text analytics software in the world. While that is still true, we know that not every survey you might send to your customers focuses on open text. Therefore, we made a few changes that will allow you to get a better understanding of your data, even when there is no open text in the survey: Custom Charts and Graphs built on your data AI Insights on background variables (see below for more info) No text analysis means a less expensive service We are excited to enter into the world of no text analysis, with a dedicated focus on offering the best service possible. If you want to get started with analyzing surveys that don’t contain any open text comments, contact your CS manager or email help.lumoa@netigate.net. Actionable Insights now work with Filters Actionable Insights are designed to show you unique combinations of Filters and data, that you wouldn’t otherwise be aware of. Now, we can make those connections on just your Filters, without the need for open text. In the image above, the Insight is being generated purely on background data associated with the feedback. Its telling you that you get a high amount of negative feedback from B2B customers in Germany, something you wouldn’t be aware of otherwise! Disable Anonymization based on background data Anonymization allows you to send data to Lumoa that contains PPI, and we will anonymize it for you! Now, we can anonymize data based on the types of background information you have! This means you can automatically anonymize all data that comes from “Country = Germany” for example. Or, you could do the opposite, and prevent all data German data from getting anonymized. The possibilities are “endless”! Read more about anonymization and the types of rules we offer in our knowledge base. Knowledge base now in German and Finnish We are going through the process of translating our knowledge base into Finnish and German. While we dont have all of the articles on there yet, we plan to one day! We are starting with the most viewed articles and working our way down, but if there is something you want translated sooner, feel free to contact help.lumoa@netigate.net! Upcoming webinars Beyond the Facade: Ensuring Honest and Effective Customer Experience – Wednesday, August 28th 2024 – 3:30 PM (EEST) New guides in the Knowledge base to level up your Lumoa experience We made a few new guides to help get new users to Lumoa up and running, as well as to expand knowledge for veteran users. Note that you will need to be logged in to Lumoa in order to access certain guides: Added videos in addition to text guides for: Anonymization – article updated with new rules AI Filters – Formerly Ai answers, just updated the names. Create and manage Dashboards – Updated with new Dashboard Groups logic That’s all folks! Thanks for reading!

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Lumoa Product News for June 2024 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Insights Summaries now show highlights We wanted you to feel like you could verify the parts of the summary that matter. if we claim that “fingerprint login” is something people are talking about, how much are they talking about it? With the new Summaries Highlights, you can get that information. Now, sections of the summary will be highlighted in blue, and have a number after them. This number tells you how many people mention the blue phrase, and you can click the phrase to see the associated feedback: Psst! If you want, you could also disable this feature from the Insights widget settings. Learn more about how the feature works from our knowledge base ????. Lumoa Surveys now offer language selection For surveys created directly in Lumoa, we now offer the ability for the person filling out the survey to choose their language in real time. Note that this does not replace previous survey language options. You can still choose which language gets displayed by default, and Lumoa will also attempt to match the language of your end users browser settings. You can read more about surveys in our knowledge base. Cards can now offer descriptions We felt that it could be a bit difficult to fully convey what a specific card might be looking at, just from the name alone. Now when editing the card there is a field called “card info”. Filling that out will cause an Info Bubble to appear on the card, and hovering over it will display whatever is written down in the “card info” field. Check it out below: This should also make it easier to share cards with colleagues – you can read more about how and why you would want to share dashboards in our knowledge base! Updates to Conversational Data Lumoa offers the ability to put entire conversations up for analysis. This means you can easily determine things like the root cause of support contacts! Conversations got a few quality of life changes recently where they can now use List Cards, and they also got access to the Focus View page which offers a way to get deeper analysis on a certain Topic! Be sure to check them out! Upcoming webinars Due to the summer season, we are going to be slowing down our pace of webinars for the next few weeks, since lots of people will be on holiday. Expect us to come back to our regular cadence soon! New guides in the Knowledge base to level up your Lumoa experience ???? We made a few new guides to help get new users to Lumoa up and running, as well as to expand knowledge for veteran users. Note that you will need to be logged in to Lumoa in order to access certain guides: Added videos in addition to text guides for: What is the Focus View?: Article created! Getting Started – Insights: Updated to have more of a focus on Summaries, since they are the default Insights type. Recurring Topic Modeling: Added a section on time frames, so its more clear on when jobs will run That’s all folks! Thanks for reading!

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Lumoa Product News for May 2024

Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started!

Export Impact page to PDF

We now offer the ability for you to export the entire Impact page into a PDF format. This is one step in a wider initiative to make it easier to generate reports with Lumoa, and to share that information with the rest of your colleagues.

The PDF export option is already live, and you can read more about it in our knowledge base. Below is an example of what your PDF export might look like:

AI Answers now has more questions!

AI Answers allow you to create a question that will be associated with each feedback. An example question could be something like:

• Does this feedback describe a software bug
• What is the client emotion in this feedback
• Is the customer voicing this feedback likely to churn

Our AI will then take your question, and for each individual feedback, attempt to answer that question. So if you have 100 comments, AI Answers would be able to tell you how many it believes describe a software bug, or how many people are going to churn.

We recently created over 50 “out of the box questions” that can be asked and setup on your data with ease! We have an article that covers AI answers in more detail, but there has never been a better time to start using them! Contact your CS manager or email help@lumoa.me to get started!

View who you have shared a dashboard with!

You spoke, and we listened. After multiple customers request, we added an ability to view WHO you have shared a Dashboard with, and even remove their access if its no longer needed!

You can read more about how and why you would want to share dashboards in our knowledge base!

New graph types!

We recently launched two new custom graphs that can help you look at your data! The first one is called Heatmap – it lets you set your filters as an X and a Y axis, then the graph will tell you how much feedback you have in each axis.

Below I can see that our “VIP” customers give us the least amount of responses from Germany, and B2C customers from Finland give us the highest number of responses overall:

Our second graph type is Sentiment! This is specifically when you are looking at Impact for Topics. You can then choose whether to view just positive sentiment, or just negative sentiment, for those Topics. Check it out below!

Upcoming webinars

• The B.R.E.A.K. Strategy: From Customer Insights into Real Results w/ Sean Albertson – Facing CX Stagnation? Discover How to Break Through with “The B.R.E.A.K. Strategy”

New guides in the Knowledge base to level up your Lumoa experience

We made a few new guides to help get new users to Lumoa up and running, as well as to expand knowledge for veteran users. Note that you will need to be logged in to Lumoa in order to access certain guides:

Added videos in addition to text guides for:

• What is a collection
• How to calculate Topic Impact
• Getting Started with Topics
• Getting Started with Notifications
• How to manage Filters in Lumoa

That’s all folks! Thanks for reading!

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Lumoa Product News for April 2024

Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started!

Topics can now be created with GPT

Lumoa has had an AI that can create Topics based on what your customers are talking about for some time. We also know that GPT and other Large Language Models are on the rise.

So we decided to test how LLM’s stack up to our AI, and what could be improved in our own process. We found:

• Just using an LLM is not an effective way to categorize feedback
• The Lumoa AI is unable to make certain connections on real world ideas and terms
• The best results are given when using a blend of Lumoa AI and GPT

That’s why, moving forward, we are going to be using a new method to create your Topics. By combining our in house AI with GPT, we are able to create more human sounding Topics that will more accurately categorize your data.

We have a blog post that goes into the testing we did in more detail. Check it out!

SSO now offers Groups mapping

Single Sign On (SSO) allows you to add users to Lumoa through using their existing company credentials. Now, you can also create Groups in your Azure Directory, that will map over to the Groups in Lumoa.

In practice, this means you can take things like the “Support Team” group that already exists in your system, and and copy that to Lumoa. Then, as people leave and update the group on your side, the permissions will also be updated in Lumoa.

Check out our dedicated guide on SSO to learn more!

Create your own comparisons

We recently launched a new way for you to look at data over time. Now, when choosing your dates in the calendar tool, you can see and manipulate what you want your previous period to be:

So if you select “this month” then the previous period will display “last month”. The previous period can also be edited manually!

The benefit of this is when Lumoa does score comparisons, you can set the period you want the score to compare to. So in the below example, I can see our overall score has gone up 0.4 points this month compared to last month:

Upcoming webinars

• State of AI in CX – How to harness the power of AI in your CX initiatives
• The B.R.E.A.K. Strategy: From Customer Insights into Real Results w/ Sean Albertson – Facing CX Stagnation? Discover How to Break Through with “The B.R.E.A.K. Strategy”

New guides in the Knowledge base to level up your Lumoa experience ????

We made a few new guides to help get new users to Lumoa up and running, as well as to expand knowledge for veteran users. Note that you will need to be logged in to Lumoa in order to access certain guides:

• https://api.lumoa.me/ – This is the new place where we will be hosting our API documentation
• Finnish Knowledge Base – We have some articles translated to Finnish, with more on the way!
• Medallia vs. Qualtrics vs. Lumoa: A Buyer’s Guide – Comparative Analysis of the 3 platforms

That’s all folks! Thanks for reading!

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Lumoa Product News for March 2024 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Lumoa joins Netigate Exciting news! Lumoa is now apart of Netigate. We have a message from our founders that will cover everything in more detail, but to be brief, the Lumoa you know will not change – only now we can do more to help you manage the voice of the customer! You can also sign up for our next webinar where Netigates CEO, Mikkel Drucker, and Lumoas CEO, Carlos Del Corral, will share their common vision and roadmap for the rest of 2024. Integration with Netigate Surveys Netigate is a premier survey provider, and for those of you that are already using Netigate surveys to collect feedback, we have an integration so that you can pull the responses to Lumoa with minimal effort! Contact your CS manager or email help@lumoa.me to learn more! In the future, we plan on offering you more ways to collect and analyze the voice of your customers, as Lumoa and Netigate refine their partnership and offerings. Sign up for our webinar to learn more! Anonymization for your exact needs Lumoa already had an AI that would anonymize your data, hiding personally identifying information that might be in a feedback. Now, we developed the ability to create rules and logic that will anonymize exactly what you need The rules can be created to do things like: Anonymize rare names, number strings, or emails Anonymize specific terms and features relevant to your industry Disable the AI from anonymizing certain names, such as the names of just your Agents that might get mentioned To get started with anonymization, or to get started with creating custom rules, contact your CS manager or email help@lumoa.me! Upcoming webinars Netigate and Lumoa – Netigates CEO, Mikkel Drucker, and Lumoas CEO, Carlos Del Corral, will share their common vision and roadmap for the rest of 2024. New guides in the Knowledge base to level up your Lumoa experience ???? We made a few new guides to help get new users to Lumoa up and running, as well as to expand knowledge for veteran users. Note that you will need to be logged in to Lumoa in order to access certain guides: Netigate and Lumoa FAQ – General questions answered Ask Lumoa Use Case Demo – Watch Taru go over common use cases for Ask Lumoa Anonymize data in Lumoa – Updated with the new rules and logic That’s all folks! Thanks for reading!

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Lumoa Product News for February 2024

Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started!

Getting Started with Ask Lumoa

Ask Lumoa is our new way to get a deeper understanding of your customer voice. Essentially, you can select any type of data you want (such as from a certain timeframe or touchpoint) and then “Ask Lumoa” what you want to know about this data. Our AI will then generate you a clear and reasonable response to your question.

You can read more about Ask Lumoa in our Getting Started guide. Ask Lumoa is currently in Beta right now while we iron out all of the issues for a full release. If you would like to beta test the feature, please contact your CS manager or email help@lumoa.me

Get your company colors and branding in Lumoa

Lumoa now offers the ability to alter colors and branding through the app, so that it matches your own company themes. As an example, you could change the colors for:

• The Positive and Negative Impact associated with Topics
• The Graphs on the Impact page
• Key features like the Filters, Dashboard bar, Share button,
• And more!

You can see all of the available styles from this article on custom colors in our knowledge base. Right now this is also a beta feature that has not yet been rolled out to everyone. If you are interested in this feature, please contact your CS manager or email help@lumoa.me

New Feature – AI Answers

AI Answers allows you to create a question that will be associated with each feedback. An example question could be something like:

• Does this feedback describe a software bug
• What is the client emotion in this feedback
• Is the customer voicing this feedback likely to churn

Our AI will then take your question, and for each feedback, attempt to answer that question. So if you have 100 comments, GPT would be able to tell you how many it believes describe a software bug, or how many people are going to churn.

Below you can see some graphs that were created on the questions above, and that the AI has attempted to answer:

This feature is something we are still developing and is in beta upon request. Contact your CS manager or email help@lumoa.me to learn more!

Upcoming webinars

• Lumoa Basic Training – Are you a new user, or just want to brush up on key terms? This one is for you!
• Lumoa Basic Training, but in Finnish – Puhutko suomea? Kannattaa rekisteröityä!
• Ask Lumoa Interactive webinar – Check out Ask Lumoa in action in this exciting webinar!

New guides in the Knowledge base to level up your Lumoa experience

We made a few new guides to help get new users to Lumoa up and running, as well as to expand knowledge for veteran users. Note that you will need to be logged in to Lumoa in order to access certain guides:

• Ask Lumoa Getting Started guide – Find the best new way to get to the heart of your data
• Custom Colors – Set new colors and branding in Lumoa
• Single Feedback GPT Summaries – Let our AI tell you how your customers are feeling

That’s all folks! Thanks for reading!

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Lumoa Product News for January 2024

Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started!

GPT Summaries Improvements

The AI that we use to create GPT summaries has been refined and improved, thanks to your feedback!

• Summaries should overlap and repeat themselves less often
• Overall length will be shorter and easier to read
• Text should now be more representative of what your customers are saying

In the future, we plan on adding a feature that will allow you to actually SEE how much feedback is associated with each part of the summary. You will even be able to click on that part of the summary to load the associated feedback. Stay tuned for this future release!

Editing Topics now features clickable keywords

Editing Topics has never been easier! Now we offer the ability to click on keywords that you have added – this allows you to see example feedback that would be associated with a Topic. That way you can “preview” the type of feedback that will get allocated to this Topic before any changes are made! Neat!

We have a guide on Editing Topics that you can check out if you are looking to tailor your Topics to your specific needs. Note that you need to be an Admin in Lumoa in order to edit Topics.

Topic Modeling Improvements

We wanted to give you a peak under the hood and talk about an improvement we are making into how our AI creates Topics. Previously, things like “broken package”, “torn parcel”, and “damaged letter” all mean the same thing, but the Topic AI wouldn’t realize that.

We created a thing called Concepts to be the solution to this problem. Concepts aren’t something that you will be directly engaging with, but with them, our Data Science team can create systems that join phrases together.

This means that in the future, we could create a Concept for “broken package”, “torn parcel”, and “damaged letter”, so that the AI will look at them and understand that those mean the same thing.

What this means to you, is that your Topics will be more accurate and General will be smaller. We want to use Concepts to help refine our AI so that it is easier for you to get to the heart of your customers voice. We still have some changes planned though, so stay tuned for more info!

Upcoming webinars

• Lumoa Basic Training – Are you a new user, or just want to brush up on key terms? This one is for you!

New guides in the Knowledge base to level up your Lumoa experience

We made a few new guides to help get new users to Lumoa up and running, as well as to expand knowledge for veteran users. Note that you will need to be logged in to Lumoa in order to access certain guides:

• Custom Graphs – Created a new article on use cases for certain graphs
• SSO Documentation – Added clarity that SSO requires a fee to setup
• GPT and Lumoa FAQ – Added a few sections on Ask Lumoa, removed sections on “new” features

That’s all folks! Thanks for reading!

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Lumoa’s biggest features for 2023

Another year down! Crazy how time flies. And Lumoa has been flying by as well, with over 1000+ tickets released this year aimed at improving how Lumoa works – based on your feedback! So let’s get started counting down our top features of the year, starting with…

GPT Summaries

Lumoa can now summarize thousands of feedback at the push of a button:

• Save time – No longer need to read feedback one by one
• Reporting made easy – Copy and paste this summary anywhere, such as into an email or PowerPoint
• Safe and Secure – GDPR compliant and your data will not be used for other purposes

GPT summaries are already live for all customers, and we have had resounding positive feedback about them! We have even more improvements planned for GPT summaries in the future, so stay tuned!

Psst, hey! Did you know you can get GPT summaries delivered straight to your email? Check out our guide on notifications to turn it on!

Ask Lumoa now in Beta!

In combination with GPT, Ask Lumoa is the “hot new way” to get analysis on your data. Wondering what your biggest issue was last week or how customers are reacting to certain changes? Just Ask Lumoa!

Ask Lumoa is the result of many months of work from our data scientists. We want you to be able to ask any question about your data and get a clear, accurate response.

If you want to get access to the Ask Lumoa Beta, contact your CS manager who can tell you more!

Customize your Views

We redid our ENTIRE main page in Lumoa to make it easier to view and manage your data in the ways that matter. Now, each element on the page can be customized, allowing you to create dynamic views that are specific to your needs!

With this new widget system, you can create views for things like:

• Monthly reporting and data tracking
• Comparing this periods feedback to last period
• Viewing how touchpoints are performing relative to each other over time

We have an exciting webinar that will cover some of the use cases above, but you can also check out the knowledge base article for more information!

Get email summaries with Lumoa GPT

Lumoa GPT is already one of our premier features, and now you can get similar summaries delivered to your inbox every Monday morning, without you have to do any work!

• Automatically get summaries of thousands of feedback
• Summaries are done on a per card basis, you could get multiple at once!
• Safe and secure – none of your data will be stored anywhere outside of Lumoa

Below is an example of the type of summary you might receive. It contains a brief summary of the data overall, as well as changes in scores and common Topics associated with your data. To turn on email summaries, subscribe to notifications for a card!

New Invite Process

Users can now invite themselves to Lumoa. All you have to do is turn on “discoverable” while inviting a user, and then you will be granted a link. Copy that link and paste it anywhere – into an email, slack, whatsapp, etc. If someone clicks that link with your companies email domain (such as @lumoa.me), they will automagically be invited to Lumoa!

More information can be found from our knowledge base.

Improved Exports

Previously, Lumoa exports were limited to a max of 25k feedback. This meant that if you needed to export more than that, you needed to do multiple exports, combine them after the fact, and it could become messy.

Starting earlier this year:

• Exports are delivered to you by email
• You will need to be logged in to Lumoa in order to access the link in the email
• This new export process has no limits on how much data it can pull

Check out how to export data from Lumoa using this guide. We offer lots of export types for different use cases, but let us know if there is something we missed!

Use Tasks to make sure the right feedback gets to the right person

Lumoa has offered a way to close the loop with your customers by using the Events page for some time. Now, we have added a couple of things to help this process be a bit more accessible:

• Adding profile pictures make it easier to see what feedback your teammates are working on
• Filtering by unassigned feedback lets you immediately identify the customer voice that hasn’t been heard
• Changes to the Events page let you see determine followup actions and close the loop with the customer

Click this link to learn about the Events page and how it can help you close the loop with the voice of your customers!

New tool to help you work with Lumoa

Last month we also launched our new Lumoa Messenger bubble, you may even be using it to read this product news! If not, we have an image of how it looks below:

This tool can be found from the bottom right of all pages in Lumoa. In it, you can search the knowledge base, check out Lumoa news, see previous comms, and complete Checklists!

Checklists are our way of helping you get important things done in Lumoa. They all take just a few minutes to complete, and they will make your Lumoa experience better for you and your teammates. An example is a checklist that teaches you how to share data with others ???? .

Groups page permission changes

Groups in Lumoa allows you to control what your users can see and do in Lumoa. As an example, you could make a group titled “Swedish Team” and make it so that users in that group can only see data that came from “Country = Sweden”.

Previously, the Groups page used AND logic, but now it uses OR logic for determining permissions. Lets go through what that means with an example. Assume there are two Groups:

• Group A: “Country = Sweden”
• Group B: “Country = Germany”

Under the previous logic, if a user was apart of both groups, they would only see feedback that came from Sweden and Germany. But its kind of hard for a single feedback to come from two different countries at the same time ???? .

This is why we changed the logic. Moving forward, a user apart of the two above groups can see any data that was submitted from either Germany or Sweden. More info can be read about this in our knowledge base.

You can now turn on keyword suggestions!

Keyword suggestions is Lumoa’s way of helping you improve your Topics, as new feedback comes into your account. Lumoa will suggest phrases, and where those phrases should go, in order to make your data more accurate. All you have to do, is hit yes!

New keyword suggestions will come each time Topic Modeling is ran, and you can turn on Keyword Suggestions on a per collection basis by editing the collection. Contact your CS manager or help@lumoa.me if you have questions about this process!

Wow! What a year of releases for Lumoa. And this doesn’t include all the numerous backend changes to make the page smoother, load faster, and look better! We have some exciting stuff cooking up for 2024, and we hope they make it easier for you to take actions based on the voice of your customers.

That’s all folks! Thanks for reading!

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Lumoa Product News for October 2023

Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started!

New Custom Page now default page

As you have hopefully noticed, the new Custom page in Lumoa has replaced our previous Impact. The custom page brings with it:

• GPT access for all users has now been enabled
• A faster and smoother UI
• Fully customizable graphs, widgets, settings, and more

If you want some inspiration for how to use the new custom page, check out this webinar on Enhanced Monthly Reporting that shows how you can make custom views like the one below. You can also refer to our Custom Page help doc for more detail.

Actionable Insights Improvements

Our default Insight type is now GPT Summaries, but we wanted to comment that the other insight types still exist – and can give you valuable information about your data!

• Actionable Insights shows you connecting threads within your data
• Insights can be around a Topic, combination of filters, specific phrase, or any combination

Below you can see me swap to our Actionable Insights type and Lumoa tells us that, of the people who are responding to our churn survey, a common thread is the word “update”. you can also select this insight to see that data:

Groups page permission changes

Groups in Lumoa allows you to control what your users can see and do in Lumoa. As an example, you could make a group titled “Swedish Team” and make it so that users in that group can only see data that came from “Country = Sweden”.

Previously, the Groups page used AND logic, but now it uses OR logic for determining permissions. Lets go through what that means with an example. Assume there are two Groups:

• Group A: “Country = Sweden”
• Group B: “Country = Germany”

Under the previous logic, if a user was apart of both groups, they would only see feedback that came from Sweden and Germany. But its kind of hard for a single feedback to come from two different countries at the same time.

This is why we changed the logic. Moving forward, a user apart of the two above groups can see any data that was submitted from either Germany or Sweden. More info can be read about this in our knowledge base.

Upcoming webinars

• Customer support and the C-suite: the good, the bad, and the ugly of a complex relationship

• Lumoa AMA – Every month you get to ask Lumoa questions in a casual, welcoming setting.
• Little things in Customer Experience: How minor efforts can lead to memorable experiences.

New guides in the Knowledge base to level up your Lumoa experience

We made a few new guides to help get new users to Lumoa up and running, as well as to expand knowledge for veteran users. Note that you will need to be logged in to Lumoa in order to access certain guides:

New Features

• Default Filter type – Old filter types are being merged into one super type
• Groups new logic – Groups now uses OR instead of AND logic
• Anonymization for social security numbers and fully capital names
• Surveys: Privacy policy field supports mailto email address
• Filters field added in the create/edit card’s settings
• Create cards common use cases
• Removed “show report cards with full info” from Dashboard’s settings

Other Updates

• Link Survey Campaign
• Email Survey Campaign
• Adding Tags to an audience
• Popup Survey Campaign

That’s all folks! Thanks for reading!

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Lumoa Product News for September 2023 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! GPT can now summarize any touchpoint Lumoa GPT can now generate summaries on Filters, Topics, and search terms. This means you can quickly summarize: All data from a certain filter, like region, store, age group, etc All data talking about a specific topic, like pricing, delivery, etc All data mentioning a specific keyword, like “discrimination” or “cancel” Below you can see me generate a summary of all of our feedback from B2B customers for last month! Feel free to check out our FAQ on Lumoa GPT to learn how you can get started with the next generation tool in feedback analysis! New Impact page becoming default Starting on October 2nd, our new impact page will be becoming the default page in Lumoa. We are doing this for a few reasons, as the new page offers: Significantly more customization options, with the ability to save views GPT summaries by default for all customers, saving time and increasing ease of use Performance enhancements, making everything faster Every feature should on the old page should have an equivalent on the new page, though some buttons have been moved around. You can find a guide covering everything different about the new page, as well as leave feedback about the new page if you want to let your voice be heard New tool to help you work with Lumoa Last month we also launched our new Lumoa Messenger bubble, you may even be using it to read this product news! If not, we have an image of how it looks below: This tool can be found from the bottom right of all pages in Lumoa. In it, you can search the knowledge base, check out Lumoa news, see previous comms, and complete Checklists! Checklists are our way of helping you get important things done in Lumoa. They all take just a few minutes to complete, and they will make your Lumoa experience better for you and your teammates. An example is a checklist that teaches you how to share data with others! Upcoming webinars The Role of Customer Support in CX: How to leverage Customer Insights, enhance Customer Journeys, and the Future of Support – How can Marketing truly leverage customer feedback to drive value? Lumoa AMA – Every month you get to ask Lumoa questions in a casual, welcoming setting. The CX Maturity in Europe: Challenges, Role of Leadership, and How to be Successful in Digital Transformation – what does your organization need to be aware of? New guides in the Knowledge base to level up your Lumoa experience We made a few new guides to help get new users to Lumoa up and running, as well as to expand knowledge for veteran users. Note that you will need to be logged in to Lumoa in order to access certain guides: Recently release Rolling Score in Custom Page. As spoken about above, GPT summaries can be fetched by selecting a topic, multiple filters and multiple search words at the same time. There is no loner a need to save Views or Cards when making changes to a Widget. Creating a Card from Dashboard or Collections page has now Custom Page features. Update to the new Actionable Insights That’s all folks! Thanks for reading!

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Lumoa Product News for August 2023 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! GPT now offers single summaries Lumoa GPT is the best way to quickly and accurately summarize your data. Our initial launch offered two summaries for your Positive and Negative responses, but we now offer a way to get a single summary covering all feedback for a topic. Check it out below! Feel free to check out our FAQ on Lumoa GPT to learn how you can get started with the next generation tool in feedback analysis! Actionable Insights just got better Insights are designed to help you get to the heart of your feedback, showing you trends and data points without you having to dig them out your self. Our new update to actionable insights: Shows important topics and filters that need some attention Trends for if this Insight has been seen before The relevance when compared to other insights Details the volume of feedback associated with each Insight In the below example, we can see that our B2C customers are not happy with our Agents Attitude – this is having a negative effect on our scores, and its a new trend that’s accounting for 4 percent of all feedback for this month. Pretty neat! General performance Improvements Thanks to some helpful customers who beta tested this, we are happy to announce that a rollout was deployed last week to Lumoa that should make everything faster. This is primarily for loading dashboards with lots of cards and the Impact page with lots of data, though there are lots of other minor performance improvements as well For those of you who already had this feature turned on in beta, your speeds won’t be changing (because you were already using the performance enhancements), but we are always looking at ways to improve our customers experience. Thanks for understanding! Upcoming webinars CX in Marketing: How to Amplify ROI by 100X Through Customer Feedback – How can Marketing truly leverage customer feedback to drive value? Lumoa AMA – Every month you get to ask Lumoa questions in a casual, welcoming setting. Redesigning a CX program: Enhancing the Way We Listen, Analyze, and Engage with Customers – What can your organization do to make the most of these trends and build strong relationships with customers? New guides in the Knowledge base to level up your Lumoa experience ???? We made a few new guides to help get new users to Lumoa up and running, as well as to expand knowledge for veteran users. Note that you will need to be logged in to Lumoa in order to access certain guides: New articles: No data troubleshooting guide 0 in Impact Bars troubleshooting guide New features: Advanced Expressions AND/OR and NOT Email notifications with GPT weekly summaries GPT token limitations Adding multiple Keywords simultaneously Other updates: User roles and permissions Saving Filters on Custom Page Webinar in Custom Page article Table of contents in the edit Topics article That’s all folks! Thanks for reading!

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Lumoa Product News for June 2023

Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started!

Get email summaries with Lumoa GPT

A select few of you have already been chosen for Lumoa GPT Beta access. This powerful tool will give you Topic Summaries with the click of a button. Now, you can get similar summaries delivered to your inbox every Monday morning, without you have to do any work!

• Automatically get summaries of thousands of feedback
• Summaries are done on a per card basis, you could get multiple at once!
• Safe and secure – none of your data will be stored anywhere outside of Lumoa

Below is an example of the type of summary you might receive. It contains a brief summary of the data overall, as well as changes in scores and common Topics associated with your data.

If you want to also get access to the new GPT functionality, and be on the waitlist for cutting edge features, contact your CS manager or help@lumoa.me to get started! In the meantime, you can check out our GPT FAQ to learn more

Change card types on the fly

With our new save a card modal on the new Impact page, we know we needed to do a face lift for how Cards and List Cards and created.

Now, on any Dashboard, there is an option for “Change card type” that will let you swap between List cards and normal Cards. Instead of making 20 cards for each country you operate in, make ONE list card targeting the country filter!

Check out our guide on creating cards in our knowledge base to learn more.

New Norwegian Topic Modeling

We now offer an AI that will analyze your feedback and create Topics, in Norwegian! The Topics will be created in Norwegian, based on the comments found in the feedback, regardless of the language used in the comment.

You can turn on Topic Modeling using this guide. This will let the Lumoa AI generate Topics for you, dynamically, based on what your customers are talking about. It will even learn over time, based on your specific data.

Upcoming webinars

• Using the science of happiness in CX – Using happiness as a competitive advantage
• Benchmarking Industry Standards – What does it mean to have a good score, relative to your peers?
• Redefining Corporate Landscapes – Using new tools and ideas to make the right changes

New guides in the Knowledge base to level up your Lumoa experience

We made a few new guides to help get new users to Lumoa up and running, as well as to expand knowledge for veteran users:

Updates to existing guides:

• How to Create and Save Cards.
• GPT Weekly Notifications.
• Selecting List Cards (new setting).
• Arrow Sign with Custom Page.

Other updates:

• Troubleshooting step to switch off VPN when uploading data.
• Saving Cards vs Views + note about unable to choose different Filters, Date Range and Topics for different views per Card.
• Widgets settings for custom page.

That’s all folks! Thanks for reading!

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Lumoa Product News for May 2023

Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started!

Lumoa GPT just got better

A select few of you have already been chosen for Lumoa GPT Beta access. This powerful tool will give you Topic Summaries with the click of a button. Now, it will also take into account any filters you have selected.

• Summarize thousands of feedback with just one click
• Use the power of AI to save time and stress
• Safe and secure – none of your data will be stored anywhere outside of Lumoa

If you want to also get access to the new GPT functionality, and be on the waitlist for cutting edge features, contact your CS manager or help@lumoa.me to get started! In the meantime, you can check out our GPT FAQ to learn more

You can now turn on keyword suggestions!

Keyword suggestions is Lumoa’s way of helping you improve your Topics, as new feedback comes into your account. Lumoa will suggest phrases, and where those phrases should go, in order to make your data more accurate. All you have to do, is hit yes!

New keyword suggestions will come each time Topic Modeling is ran, and you can turn on Keyword Suggestions on a per collection basis by editing the collection. Contact your CS manager or help@lumoa.me if you have questions about this process!

New API AppStore integration

Those of you who are pulling data from the AppStore are going to love this, and if you aren’t pulling AppStore data, there has never been a better time to start!

• Reliable and consistent data flows
• Integrate directly with your app – no third parties
• Can be setup in just a few minutes, with little info required

This new integration will pull data directly from the AppStore, using its own API. If you are interested in Beta testing this feature, please contact your CS manager or email help@lumoa.me

Ability to edit Survey Campaigns

Survey campaigns can now be edited. This is primarily for Popup Surveys, where you install a Lumoa survey directly onto your website, and it “pops up” asking visitors for feedback:

• Can now edit settings for a popup campaign
• This includes the delay and display percentage
• Will not require you to reinstall the popup, unless you change the name

More information can be found from our knowledge base.

Upcoming webinars

• Using the science of happiness in CX – Using happiness as a competitive advantage
• Benchmarking Industry Standards – What does it mean to have a good score, relative to your peers?
• Redefining Corporate Landscapes – Using new tools and ideas to make the right changes

New guides in the Knowledge base to level up your Lumoa experience

We made a few new guides to help get new users to Lumoa up and running, as well as to expand knowledge for veteran users:

Updates to existing guides:

• Getting Started – Surveys – A more comprehensive list of how to get started with surveys
• Topic Model Demos – Examples of our “base”, out of the box Topic Models that you can use
• Topics and Keywords Suggestions – How to turn them on, as spoke about above
• Custom Page – updated save views, save as new card, update view.
• GPT FAQ – added some questions.

Other updates:

• Difference between “this period” vs “last period”.
• Exporting detailed feedback.

That’s all folks! Thanks for reading!

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Lumoa Product News for April 2023

Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started!

Try the new Impact Page

We are going to be recreating the Impact page in Lumoa. You can try it out right now by logging in to Lumoa, but we wanted to showcase why we are making this change:

• The new impact page should be faster and more consistent in how it loads

• Full customization for the page means that you can create dynamic views including charts, topics, specific data, and more

• In the future, we will be able to release new and exciting tools directly to the new Impact page, in a modular format

We want your feedback on this!

Please let us know what you think of the new page, if something is confusing, if there are things you would change, and we will be sure to listen! You can leave feedback in Lumoa at anytime by using the Give Feedback button, as seen below:

New save a card Modal!

When using the new Impact page above, we have a new way to save a Card. This method cuts down on the amount of options you have to choose at one time. We want it to be easier and faster to save a Card, so that more Users are doing it on data they access regularly.

What is “cost per contact” you ask? Great question!

New “Cost per contact” feature

On the new Impact page, you can now apply a numerical value to each feedback. This is primarily used for businesses where customers have fixed price contracts, but there are other cases as well.

• Set a price per contact – each feedback in Lumoa will be “worth” that many euros

• As feedbacks flow into Topics, their collective “worth” will increase

• This gives a tangible impact to Topics – so you can say that last quarter, issues around “customer service” accounted for 10,000 euros in lost revenue

You can read more about cost per calculation, as well as the new process for saving a card, in our knowledge base.

Keyword Suggestions in Beta

What if your Topics could evolve over time, as new feedback comes in? What if they became more accurate, and you could approve or deny changes at the push of a button? Well, now you can!

• Topics will suggest keywords for themselves, making themselves more accurate over time

• You can approve or deny keywords at an individual level, or all at once

• This makes maintenance for Topics hands off and low effort

New Invite Process

Users can now invite themselves to Lumoa. All you have to do is turn on “discoverable” while inviting a user, and then you will be granted a link. Cope that link and paste it anywhere – into an email, slack, whatsapp, etc. If someone clicks that link with your companies email domain (such as @lumoa.me for us) and they will automagically be invited to Lumoa

More information can be found from our knowledge base.

Upcoming webinars

• LumoaGPT In action – An AMA to ask, or not to ask, about how Lumoa is using GPT!

• Debunking Customer Experience Myths – Come watch us clarify the biggest misconceptions about CX

New guides in the Knowledge base to level up your Lumoa experience

We made a few new guides to help get new users to Lumoa up and running, as well as to expand knowledge for veteran users:

Updates to existing guides:

• Too many! Lots of existing guides are being reworked to fit the new Impact page, so we will have a more comprehensive list next time!

That’s all folks! Thanks for reading!

The post Product News – April 2023 appeared first on Lumoa.

Lumoa Product News for March 2023

Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started!

A new way to invite others to Lumoa

Lumoa just made it easier to bring in your colleagues, and have them start taking actions on the voice of your customers.

• Generate a URL that will invite your teammates to Lumoa for you
• Paste that URL anywhere, such as into Slack, Teams, or an email
• Watch as new people join and get excited about your customers feedback

Using this new feature is quite simple. Admins can invite users as normal from the Userlist page, only now if the “discoverable” box is ticked on, you will get a link that anyone in your domain can access.

Topics now display changes over time

Topic Responses allows you to see which topic your customers are talking about the most – this is independent of score, sentiment, etc. And now, it just got even better!

• Change over time – view how your topics are performing compared to last period
• Movers and shakers – sort to see the biggest change in your Topics, and what is on your customers mind
• Works on any card – values are determined by taking this period (such as last 7 days) and comparing to last period (so the previous 8-14 days)

Insights now use faces for Sentiment! ????

This change is in addition to the positive and negative sentiment colors we had before. We made this change primarily for color blind users who had trouble distinguishing the red and green from one another.

• Green, red, and gray still represent positive, negative, and neutral
• A smiley is positive, a frowny is green, and a ???? is neutral

Note that this feature is only available to data that has a score. If you are viewing open ended or conversational data, then this feature will not be available.

Lumoa Popup surveys can now accept tags

Lumoa allows you to install surveys directly into your site or app, and we call it a “popup” survey. These can be configured to trigger when you want them to, and now you can send background data through them!

• Enhanced tracking – See what page a user was on when they left you feedback
• Deeper Info – Send the info you have on the customer, like their country or age, directly to Lumoa for analysis
• Install it yourself – Lumoa surveys can be created and installed within minutes, allowing you to collect feedback in new and exciting ways!

Read more about creating a survey, and then enabling a popup campaign, in our knowledge base.

KPI widget now visible from Compare page

The Compare page is our premier way to contrast different touchpoints and time periods in Lumoa. Now it got even better!

• Compare overall scores for two time periods, side by side
• Use Topics to discover the reason for the change in score
• Usable on ANY kind of data and touchpoint – compare regions, quarters, and more

Upcoming webinars

• The future of customer surveys, and how to prepare for them – to ask, or not to ask
• Ask Lumoa Anything – an open half hour to ask us at Lumoa anything about the platform, CX, etc!
• Using Lumoa to help map the customer journey – Tracking and monitoring feedback from each stage!

New guides in the Knowledge base to level up your Lumoa experience

We made a few new guides to help get new users to Lumoa up and running, as well as to expand knowledge for veteran users:

Updates to existing guides:

• Relation Filters – added to guide.

• Button URL mailto:email address for surveys – added to this guide.
• Arrow sign for Topic Impacts – added to this guide.
• Actionable Insights – added to this guide.

• KPI widget in the Compare Page – added to this guide.
• Insights new UI with happy/sad faces – added to this guide.

• Events notifications screenshots/more details – added to this guide.
• Updated overall “How to setup recurring Topic Modeling” – guide.
• Translation languages changed from 60+ to 120+ – added to this guide.
• How to view your created Collection – added to this guide.

That’s all folks! Thanks for reading!

The post Product News – March 2023 appeared first on Lumoa.

The post Product News – February 2023 appeared first on Lumoa.

Helsinki, 31 January 2023

The UK-based retail and commercial bank Shawbrook has selected Lumoa to help them manage and analyze feedback from their customers. Shawbrook believes that customer experience is a key factor determining the success of financial institutions in today’s market, and for that reason, they want to ensure they can see in real-time what customers are saying and how that impacts their KPIs.

“We have lots of customer insights across different communications channels right across the organisation”, says Jim Brown, Customer Director at Shawbrook. “Working with Lumoa enables us to draw these insights together from multiple sources into one platform, which enables rich analysis and deep understanding.”

Headquartered in Finland, Lumoa is the feedback analytics platform that looks at all customer feedback and tells companies what to do next to grow their business.

“We are customer experience and customer insights professionals ourselves”, says Carlos del Corral, Lumoa CEO and co-founder. “We understand the pain of having thousands of rows of open text feedback from different channels, reading through it, making sense of it, and then having to regularly report on it. We built Lumoa to make all that easy and in real time, so customer experience teams can focus on driving real change.”

“Our ability to deliver brilliant customer experiences, consistently and at scale, is what sets Shawbrook apart”, continues Jim Brown. “Lumoa will support our strong CX culture by helping us to deliver valuable customer insights right across the business because there is no limit to the number of people we can onboard under the same plan. What’s more, it’s an intuitive platform that anybody can use.”

Shawbrook Bank got was first introduced to Lumoa thanks to the work of CX ALL, a consulting firm advising companies in the UK globally around all aspects of Customer Experience and customer support.

“It has been a pleasure working with Shawbrook Bank and Lumoa” says Richard Jeffreys, founder of CX ALL. “From my early discussions with Shawbrook Bank it was apparent that they understood the importance of leveraging their data, across different channels, to capture the actionable insights that deliver customer, culture, and commercial benefits. Culturally and functionally, Lumoa is an obvious and ideal long-term partner for Shawbrook Bank.”

“With Lumoa, we are able to deliver dynamic insights to our people across Shawbrook, enabling us to respond to changing customer needs and demands at speed”, states Jim Brown. “That is really going to have an impact.”

About Shawbrook Bank

Shawbrook is a new type of specialist financial services company, combining the relentless focus on customer service and innovation you would expect from a fintech with the expertise and certainty of a bank. Shawbrook is driven by a purpose to solve complex problems that unlock opportunities for its rapidly growing customer base of over 300,000 UK consumers and businesses.

For more information: https://www.shawbrook.co.uk/newsroom/

About Lumoa

Most companies today track a number to assess how happy their customers are. NPS, CSAT, online ratings. What they miss is a way to tell what actions will move the number up or down. To do that, they would have to organise feedback from all sources; sift through thousands of rows; categorise that; find insights; map trends; and report. It’s too much. Lumoa makes this easy. It looks at any customer interaction, automates the analysis, and highlights the items with the biggest impact. The companies we work with not only see a spike in the numbers they track, but they always know what to do next to continue growing their business.

For more information: www.lumoa.me

About CX All – “How does Customer Experience directly drive shareholder value?”. CX ALL was established by Richard Jeffreys, bringing global leadership experience in Banking and Fintech to help companies answer this question. CX ALL helps companies hardwire their ‘customer story’ to their ‘money story’. Hardwire customer satisfaction to revenue growth. Hardwire investment decisions to improve scalability, reduced costs and building quality solutions and services that drive retention and growth. CX All helps companies define and embed the right cultures, improve employee experience, and design the organisational models that deliver sustainable commercial results.

For more information: richard@cxall.life

The post Shawbrook Bank chooses Lumoa to manage and analyze customer feedback appeared first on Lumoa.

We are pleased to welcome CX Unraveled as Lumoa’s new partner. By combining these companies’ consultancy and feedback analytics solutions, this partnership will be a powerhouse for delivering exceptional customer experiences.

“We have had a great synergy with CX Unraveled from the beginning, and this new partnership simply show how committed we are to enabling companies to become truly customer-centric. We are very pleased and excited about this.” – Carlos Del Corral, CEO and co-founder at Lumoa

CX Unraveled was founded in 2021 by 2 passionate experts in the field, Thirza Schaap and Peter Verheijde. They both have extensive knowledge and experience in all CX competencies: from identifying key customer insights and setting a CX strategy to creating new customer experiences and a truly customer-centric culture. Additionally, both worked as Directors in Customer Experience within KLM before, and have high knowledge in the airline sector. In the last years, they have applied their CX skills to many other industries for both government and commercial companies, ranging from SMEs to global corporates.

“Customer understanding is always at the core of what we do, as well as what we advise our own clients. What triggered us to choose Lumoa was its ability to easily process, analyze, and show us customer insights. I think your solutions will definitely complement all of the discussions I’m having with our customers when we make recommendations.” – Peter.

About Lumoa:

Most companies today track a number to assess how happy their customers are. NPS, CSAT, online ratings. What they miss is a way to tell what actions will move the number up or down. To do that, they would have to organize feedback from all sources; sift through thousands of rows; categorize that; find insights; map trends, and report. It’s too much.

Lumoa makes this easy. It looks at any customer interaction, automates the analysis, and highlights the items with the biggest impact. The companies we work with not only see a spike in the numbers they track, but they always know what to do next to continue growing their business.

Find out more about how we can help you.

https://www.lumoa.me/demo/

About CX Unraveled

We want to be a bit different from the others. We believe you will only learn how to truly create better experiences if we empower you to do it yourself, by transferring our knowledge and expertise. It’s important for us that you can translate what you learn from us to your own context and we take extra steps, like individual coaching sessions after each masterclass, to ensure you actually do that. And it makes us incredibly proud when you succeed and help us fulfill our vision: creating better experiences in this world!

For more information contact:

Peter Verheijde

CX Unraveled Co-founder

peter@cxunraveled.com

The post New Partnership: Lumoa in joint partnership with CX Unraveled appeared first on Lumoa.

Lumoa’s biggest features for 2022

The post Lumoa’s biggest features of 2022! appeared first on Lumoa.

Lumoa’s biggest features for 2022

The post Product News – December 2022 appeared first on Lumoa.

The post Product News – November 2022 appeared first on Lumoa.

Changes to SSO login

SSO stands for Single Sign on. It allows users for your organization to access Lumoa without you needing to invite them first. Its a generally faster and more secure method of logging in to Lumoa. Now, it just got even better.

• SSO users can now use normal login page to access Lumoa
• Login Page URL is https://act.lumoa.me/
• Any old URL used to access Lumoa using SSO has been retired

If you are interested in getting SSO set up for your organization, feel free to contact your CS manager or deliver this guide to your IT team.

Get notified of your integrations

Long time users are already familiar with out Integrations Hub, a place where you can pull your data from web sources like Google Play with just a few clicks. Moving forward, you will get notified after an integration completes pulling over its data – no more waiting!

• One click – no code required for integrations
• Competitor Analysis – pull over competitors data
• Own the market – look at your competitors negative feedback to gain an edge in your business!

To learn more about our Integrations Hub, feel free to check out our article which walks you through the page.

New Sentiment AI to detect irony

Sometimes your end users will submit feedback like “great service, I waited for 3 hours on the phone” and submit a score of 0. Clearly, the service was not great . Moving forward, the AI will do a better job of detecting when a customer is being sarcastic for negative comments and assign sentiment appropriately.

More accurate sentiment detection will lead to better topic analysis and in turn a more accurate voice of the customer.

Dashboards in the UI got a beauty update

You may have noticed that Dashboards have gotten a facelift. We did this to address a few things.

• Making it easier to see whether a dashboard is Private or Public
• Better organize options that can be taken within your Dashboard
• Just make things prettier, gosh

New knowledge base articles

We made a few new guides to help get new users to Lumoa up and running, as well as to expand knowledge for veteran users:

• How to Search for URLs/Names when making an Integration – Used to make things a bit easier when pulling over a one click integration
• How to Install SSO & Troubleshoot SSO Errors – We have updated SSO to make things smoother and easier for all users, but just in case, here are some troubleshooting step

The post Product News – October 2022 appeared first on Lumoa.

Share data with other users

We want everyone to be able to act based on the voice of the customer. Due to this, we made a few changes to how Dashboards and Cards can be shared with others:

• Your Private Dashboard can now be shared with other users – for example, this lets you make a template to give new users for easy onboarding;
• Cards can now be linked and shared among your coworkers – this lets you quickly spread the word about changes in your data.

To learn more about how to share cards and data, please refer to our guide that goes over How to Share Dashboards and Cards in more detail.

We believe the voice of the customer is paramount to a businesses success. That’s why we are reminding you Lumoa does not charge for seats! You can invite as many people as you want to see your customers feedback, at no additional cost. Sharing the info you get out of Lumoa has never been easier .

Filter assigned feedback on the Impact Page

Lumoa has offered a way to close the loop with your customers by using the Events page for some time. Now, we have added a way to filter by assignee on the Impact page, so that you can:

• Easily see what feedback has been assigned and to whom;
• See if there is feedback that has not been assigned yet and what feedback that is;
• Filter feedback that is assigned to a given colleague.

New incremental topic modeling

We have launched a new iteration of our AI when creating Topics. We call the process of our AI creating Topics as “Topic Modeling”. The goals for the new Topic Modeling AI are:

• Created Topics will be more respective of users manual changes, such as manual keyword additions
• Topics you deleted will not be recreated by AI, even if there would be enough feedback to warrant a Topic being created.
• The AI will attempt to add keywords to Topics that you have created manually, to make them more accurate for future data that comes in.

The new Topic Modeling AI is turned on by default, so its already in effect for those of you with Recurring Topic Modeling.

New knowledge base articles

We made a few new guides to help get new users to Lumoa up and running, as well as to expand knowledge for veteran users:

• How to Share Cards and Dashboards – Used in conjunction with our features at the top of this message, to spread the data to those who need it.
• Overview of Lumoa Survey Forms – New sections around using Dynamic Tags through Lumoa Surveys.
• Sending a Lumoa email as HTML from your CRM – Some CRM’s required that you use HTLM in order to get access to replacement tags, so we wanted to explain how they work.

The post Product News – September 2022 appeared first on Lumoa.

New improvements to Editing Topics

Your Topics are things like “Price” or “Customer Service” – they are created by the Lumoa AI based on what your customers are saying. But, we know that the AI is not perfect. That’s why we give you the possibility to make manual edits.

We have now improved that process as follows:

• You can only allow one user to Edit Topics at a time – this prevents an “out of sync” issue if multiple users are making changes at once;
• We have added confirmations when removing Topics and closing the window, to prevent lost work and user frustration.

See which feedback has been assigned to team members

Lumoa offers a way to close the loop with your customers by using the Events page.

Now, we have added the User Avatar on feedback that has been assigned. This will:

• Make it easer to see what feedback has been assigned
• Immediately identify the customer voice that has yet to be heard
• See who is taking action on feedback

The User Avatar can also be changed, which we talk about below the picture! ?

New ability to add an image ? to your profile!

Previously, User Avatars in Lumoa were done through your initials. While that remains the default, we now offer a way for you to upload a profile picture! This can be done going to your Profile Page.

This gives your Lumoa account personality and makes it easier to identify yourself, for example when it comes to the feature above.

We plan on expanding where User Avatars are used, as well as how. We want it to be clear who is doing what actions in Lumoa, what data is being shared, who it’s being shared with, etc. This is the first step towards that goal.

New knowledge base articles

We made a few new guides to help get new users to Lumoa up and running, as well as to expand knowledge for veteran users:

• Survey Demos – Examples of the kinds of Surveys that Lumoa offers.
• How to Remove Customer Feedback – As we spoke about last month, Admins can now remove feedback manually by hand.
• Overview of Lumoa Feedback Forms – Added some steps around dynamic tags and replacement variables, to avoid confusion.
• How to edit and manage Topics – Minor updates for clarity but core functions remain the same.

The post Product News – August 2022 appeared first on Lumoa.

Lumoa Product News for July 2022

We now offer feedback translation to German!

By default, when a feedback gets summited to Lumoa, we translate it into English, then look at it’s sentiment, etc. Now, we can have ANY feedback be translated to German and the analysis done on the German version of the comment. This is really beneficial for German focused customers! Our current language offered for translation are:

• English
• Swedish
• Finnish
• German
• Danish
• Norwegian

Note: Lumoa accepts feedback from over 60 languages! This release is about what we translate those feedbacks into ????.

New Case Study with one of our customers – Parques Reunidos!

Parques Reunidos is the eighth largest leisure park operator worldwide. Their diverse portfolio includes 60 theme and amusement parks, zoos, aquariums, water parks, and hotels – each come with their own goals and challenges! Thankfully, Lumoa has been able to:

• Get them Weekly Actionable Insights
• Enabled a cultural change, with more ownership of customer experience from teams worldwide
• Saves time, and therefore, saves money

You can read the full case study here! If you are interested in making your own case study, please contact your CS manager or help@lumoa.me!

Cards will no longer display change in score if no data exists

The number under a card is designed to tell you the change in your previous score compared to your current score. It helps you keep track of if your scores are going up or down over time! Our new update makes it so that, if you are looking at a card with no previous data, we won’t display the change in score ????.

New guides in the Knowledge base to level up your Lumoa experience

We made a few new guides to help get new users to Lumoa up and running, as well as to expand knowledge for veteran users:

• How to Create a Survey Campaign – Updating for using the campaign with multiple languages
• How to create Cards and List Cards – Added topic responses cards & colours
• Getting Started – Events Page – Added search function for events

That’s all folks! Thanks for reading!

The post Product News – July 2022 appeared first on Lumoa.

Lumoa Product News for June 2022

Share Dashboards directly with other users!

Ever been in a situation where needed to give someone else your cards? Maybe a VIP is joining Lumoa, and you want them to start off with a tailored Dashboard? Now you can!:

• Copy any Private Dashboard to get a sharable link
• Links given to teammates make a Shared Dashboard in their account
• NEW Lock icon to indicate a Private Dashboard, and new People Icon to indicate a Shared Dashboard (as seen below)

Learn more about the new Dashboard features in our Knowledge Base article

Admins can now update background data in Lumoa manually

Ever had a comment that came in from the wrong Business Unit? Or a customer spoke with one agent in a conversation but a different agent resolved the ticket? Now Admins can manually update their feedback to properly reflect where it came from and how!

• Open a comment and find the tag you want to change
• Use the Pencil to Edit
• Hit save and you’re done!

We also have a guide for this process, and you can see it in action from the GIF below!

You can now use inclusive and exclusive parameters when searching!

This long requested feature allows you to search for all comments that contain BOTH the words “price” and “good”. You can even exclude certain words!

• Using the “+” in your search lets you hunt for multiple words in the same comment
• Use “-” to exclude certain words that you DONT want to see in the same comment

Review our guide on search in Lumoa to see some concrete examples and start taking advantage of this powerful new feature!

New guides in the Knowledge base to level up your Lumoa experience

We made a few new guides to help get new users to Lumoa up and running, as well as to expand knowledge for veteran users:

• How to Create a Survey Campaign – Updating for using the campaign with multiple languages
• How to create Cards and List Cards – Added topic responses cards & colours
• Getting Started – Events Page – Added search function for events

That’s all folks! Thanks for reading!

The post Product News – June 2022 appeared first on Lumoa.

Take control of your digital customer experience

By integrating Giosg with Lumoa you have an easy way to trigger surveys directly in your digital channels while Lumoa turns the feedback into actionable insights.

With the intelligent triggering and targeting provided by Giosg’s online surveys, you can optimize the moments in which you collect the feedback, and with Lumoa’s AI you can understand in detail how to improve each step of your digital customer experience.

With Lumoa’s Giosg integration you can:

• Easily build custom-designed surveys
• Trigger surveys based on website behavior
• Trigger surveys for repeat website visitors
• Trigger surveys based on specific URL or Campaign

Want to get started with Lumoa’s Giosg integration? Book a time with one of our sales experts here!

Video Transcript

My name is johanna and I work at Lumoa!

Why did Lumoa partner with Giosg?

We started to get more and more requests – that, what would be the solution that would enable very advanced triggering for instance, or very specific type of pop-ups. Something that is non-intrusive, nice looking, and works just perfectly.

So we started basically to investigate the marke, and trying to understand what is the best solution out there.

How do Giosg tools help Lumoa customers?

The uniqueness in the Giosg solution, is obviously that it is so advanced, that our customers can decide that they trigger the survey only for a very specific user group, or only after the user has done something special.

And then finally which is super important for us. We don’t only get the survey results, what people wrote there, but we also get background variables. Variables, like, what was the user group. What was the size of the shopping basket when they exited the experience, etc. So we can then do root cause analysis and tell exactly what our customers should fix in that experience.

Understanding the digital journey

Do you want them to for instance find some crucial information, so that they don’t need to call your phone support. Do you want them to book an appointment successfully? So start from targets. Then map the customer journey towards that target – what needs to happen so the person can successfully achieve this.

And then you can after that, start measuring. Measure, if customers like that full experience, if they could do it successfully. If they didn’t, what went wrong? And then start asking for feedback.

And then obviously we come in, in that phase, so Giosg can help triggering the surveys during those critical moments. And then we take all that data in, and tell what’s wrong, and what is going well.

Where to find out more?

If you want to learn more about how Lumoa and Giosg can together help you in achieving your targets, please check the links in the video description.

The post Measuring Digital Experiences with Lumoa and Giosg appeared first on Lumoa.

Lumoa Product News for May 2022

Integrations hub gets further improved!

We have spoke before about how Lumoa can pull your web data through an API, with no fees to setup, and it takes just a few minutes! Now this process can be done on a more precise scale, allowing you to filter between apps within the same collection:

• Pull reviews from popular places like Facebook, Zendesk, Trustpilot, Amazon, and more!
• No silos – Store all your App Store, Google play, and other reviews in the same place
• Go big or go small – Filter your data to view just a single app, or all of them together for an overall view of customer experience

Check out all the integrations below, or Admins can use this link to visit the Survey Hub directly and get started pulling in new data!

New Insights logic on the Impact page!

We have two new easy ways for you to look at your Insights on the Impact page. These let you find related trends within your data, such as when people talk about X issue, they often do it from Y region.

• Related Insights – When people talk about this Insight, they often use these words or phrases in the same feedback
• Filter Insights – When people are talking about this Insight, they often are associated with these filters.
• Check out the guide to read more about the logic in detail

New guides in the Knowledge base to level up your Lumoa experience

We made a few new guides to help get new users to Lumoa up and running, as well as to expand knowledge for veteran users:

• Getting Started – Which Type of Data can you Upload in Lumoa – Great for if you have a new Touchpoint
• Basic Troubleshooting Steps with Lumoa – Running into some issues? Start here to resolve them
• Automatically Generated Insights – added Filter Insights and Related Insights, explained further above

Recent webinars!

We had a fabulous webinar recently that showcased the power of Closing the Loop within Lumoa

• Hosted by Customer Success Manager Elina in English

That’s all folks! Thanks for reading!

The post Product News – May 2022 appeared first on Lumoa.

Lumoa Product News for April 2022

MASSIVE update to the Integrations hub – one click integrations with your favourite apps!

Lumoa can now pull your web data through an API, with no fees to setup, and it takes just a few minutes!

• Pull reviews from popular places like Facebook, Zendesk, Trustpilot, Amazon, and more!
• Not just history – integrations will pull future data the day after it comes in!
• No code required!

Check out all the integrations below, or Admins can use this link to visit the Survey Hub directly and get started pulling in new data!

Pull over Competitors data!

Following off of the massive update to the Integrations Hub, we wanted to point out that all of the above integrations target public facing reviews. This means that if your competitors have an app in the App Store, you can put their reviews in Lumoa!

• Pull competitor data – View where your competitors are struggling
• Deep Insights in real time – Use Lumoa AI to get Insights on their data and get a competitive advantage
• Own the Market – Create Marketable moments about how your business offers solutions to competitors problems

Step by Step guide on Integrating with ANY of the apps above

Do you have an app on the App store, or are you asking for feedback after closing a Zendesk ticket, maybe something else entirely? Get those reviews into Lumoa with our step by step guides, and start analyzing the open text today:

Check out the guide for our integrations hub!

The process for getting the data set up is very straight forward, but we wanted to get some guides out their anyway so that the process is as easy as can be!

Recent webinars!

We had two fabulous webinars recently that showcased the basics of Lumoa, if you were looking for a refresher:

• Hosted by CS manage Essi in Finnish
• Hosted by CS manager Laura in English

The post Product News – April 2022 appeared first on Lumoa.

Lumoa Product News for March 2022

New preview for Lumoa Surveys

Lumoa Surveys through the UI just got a lot better!

• New Preview gives you a real time view in to your survey
• Available in any language
• Complete Feedback Lifecycle – Make the survey, send it to your customers, analyze the results all in Lumoa!

We have lots more planned for our SurveyHub in Lumoa, such as SMS, In Website surveys, and more!

New guide available for Lumoa SSO

SSO stands for Single Sign On. With it, your employees can access Lumoa without being invited, and without needing a password. SSO allows you to:

• Let your Users have one account across all systems
• Quick and hassle-free sign in
• Still configure what people can see and do within Lumoa

Feel free to check out the guide, but we recommend that you contact your Customer Success manager or email hep@lumoa.me to get an overview of the whole process.

New guide on making Cards and List Cards

Cards are your way to view the data in Lumoa at a glance. We made an article better detailing the types of cards we offer, and how to use them:

• Cards – Good for single touchpoints, such as a single Agent, with quick views on issues
• List Cards – Used for lots of values, such as if you are tracking ALL agents, and want to see how they compare

Check out the guide on making cards and let us know if there are other guides on features you want by replying to this post!

Lumoa renewed its ISO 9001 Certification!

Lumoa passed its recent ISO 9001 audit. Essentially, that means we:

• Handle your data securely and safely
• Have industry best practices for bugs, issues, and development

Feel free to read more about the ISO certification, and what means, through this link.

Wondering what previous releases we have had?

Check out Product news page to stay up to date with Lumoa!

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The business and growth of Lumoa are driven by the megatrends of data driven decision making, customer focus and digitalization. Lumoa AI is used in multiple industries, such as telco, ecommerce, logistics, retail, banking and utilities. Following the change, Lumoa will continue to aim high, empower even more its customers to drive business and continue building industry leading AI service. 

Carlos del Corral takes the lead as the CEO and continues also to lead the Customer Success Team. Co-founder Suvi Lindfors continues to lead the sales efforts. 

Carlos del Corral, CEO of Lumoa comments: 

“I want to thank Johanna for all her hard work and support taking Lumoa to where we are. At the same time, I’m humbled by this opportunity and extremely proud of our talented and committed team and our strong global client footprint. I’m confident that, together, we will accelerate Lumoa’s growth to fulfill our mission of  empowering every individual in any organization to make the right decisions based on voice of the customer data” 

Johanna Sinkkonen, the member of the Board of Lumoa comments: 

”My journey at Lumoa has been incredible. I want to thank all our customers and the whole team for getting us this far. We have a brilliant product, a super committed team and loyal customers. I am proud of what we have achieved and how we have together taken the company from being just a vague idea to a thriving and diverse group of smart individuals and a product, Lumoa, that can challenge all the big players in the market. I am happy to continue supporting this incredible growth journey from the board level, focusing on setting the strategic direction for the company. Our strong values and clear mission are a great foundation to build our next chapter.” 

Lumoame Oy 
Board of Directors 

For further information, please contact: 
Chairman of the Board 
Carlos del Corral, carlos@lumoa.me, +358-40-162 5139 

Lumoa in brief 
Lumoame Oy, established 2016, is a Helsinki-based technology startup empowering every employee in every organization to make the right decision based on voice of the customer data. Lumoa helps organizations to take their customer experience into control, make better decisions, and measure their success and the impact of investments using customer feedback. Lumoa online service is using AI to automatically generate actionable customer insights across 60+ languages for faster and easier decision making. 

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Partnership will streamline open-ended feedback using artificial intelligence to drive better-informed decisions 

NEW YORK and LONDON and OSLO, Norway, 1st of November, 2021 – Forsta, the leading Customer Experience and Research Technology company created earlier this year by the merger of Confirmit, FocusVision and Dapresy, is announcing its partnership with Lumoa, an AI-powered insight platform. The Lumoa platform has been integrated into Forsta’s world-class experience platform to provide advanced AI-driven analytics to customers seeking to quickly identify the trends and insights that matter the most. 

Forsta offers scalable Voice of the Customer (VoC), Voice of the Employee (VoE), and survey options, from quick polls to advanced data collection, that fuel actionable insights in real-time. Tailored for any device, respondents can engage from anywhere through proprietary machine-learning technology that automatically detects question types and answer options, translating them into an online survey that can be reviewed and customized.  

The combination of Forsta and Lumoa takes feedback one step further by applying AI to unstructured data and removing the need for manual analysis. Both solutions also support more than 60 international languages. 

“Forsta is very excited about what has already been proven and what’s ahead for our partnership with Lumoa,” said Giles Whiting, Chief Operating Officer and Managing Director, VoC and VoE, at Forsta. “Leveraging both of our best-in-class offerings, our clients now have the ability to apply proprietary AI tools to unstructured feedback at scale, and generate more meaningful insights from their VoC, VoE, and market research programs.” 

“We’re excited to partner with the team at Forsta. They share our passion for innovation and helping companies to become truly customer-centric in their decision making, as well as our focus on providing insights solutions that are easy to use and fast to implement,” said Johanna Sinkkonen, CEO of Lumoa. “Several of Forsta’s customers are already benefitting from Lumoa’s AI-powered tools that help uncover new, actionable insights. We look forward to continued partnership.” 

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About Forsta 
Forsta is the new frontier of Customer Experience and Market Research Technology. Formed in 2021 via the merger of industry leaders Confirmit,FocusVision and Dapresy, our global company powers the richest and most comprehensive set of research and insights solutions, spanning CX, enterprise feedback management, VoC (Voice of the Customer), VoE (Voice of the Employee) Qual, Quant, Data Visualization and more. Forsta’s extensive set of market-leading tools, including its award-winning data visualization and reporting suite, combined with the expert guidance of our seasoned data and insights professionals, empower decision-makers to drive business impact based on truly deeper customer understandings. Founded in the Nordics, Forsta means “to understand” in Swedish.

Visit Forsta.com for more information. 

About Lumoa

Lumoa is a company created by insight professionals with the mission of empowering every employee in every organization to make the right decisions based on the voice of the customer. Lumoa’s easy to use customer insight platform solves the challenges that companies face when processing thousands of customer responses they receive every day from different touchpoints. This includes any unstructured feedback from survey responses to online reviews and customer support conversations. What makes Lumoa different is its unique way of analyzing text by combining AI and human intelligence to find actionable and relevant insights.

For more information, visit www.lumoa.me

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Built from the ground up with AI, Lumoa allows you to make faster, smarter, and the right decisions based on the Voice of the Customer.

Fill out the form below to book a time to meet
Lumoa at Slush on 1-2 December.

What is Slush?

Slush is a student-driven, not-for-profit movement on a mission to create and help the next generation of groundbreaking entrepreneurs, originally founded to change attitudes toward entrepreneurship. The Slush 2021 event features two days full of stage programs in addition to several side events, roundtable discussions, and facilitated workshops.

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Suomalainen pitkän linjan asiakaskokemuksen strateginen kehittäjä, Futurelab Finland ja suomalainen tekoälyyn perustuva asiakaskokemuksen mittaus ja kehitysalusta Lumoa ovat sopineet yhteistyöstä. Yhteistyön myötä Futurelab Finlandin asiakasprojekteissa voidaan tehokkaasti hyödyntää Lumoan alusta kehityskohteiden tunnistamisessa ja systemaattisen kehittämisen tukena.

”Olemme hyvin iloisia uudesta kumppanuudestamme Futurelab Finlandin kanssa”, sanoo Johanna Sinkkonen, Lumoan toimitusjohtaja ja yksi perustajista. ”Futurelab Finland on tehnyt pitkäjänteistä työtä asiakaskeskeisen ajattelun ja toimintamallien kehittämisessä, ja olemme jo aiemmin tehneet yhteistyötä eri asiakkuuksien kautta. Nyt olemme sopineet yhteistyömme viemisestä pidemmälle niin, että jo projektien alkuvaiheessa voidaan hyödyntää Lumoan tekoälyn tarjoamat mahdollisuudet. Toisaalta myös omat asiakkaamme voivat yhteistyön kautta saada Futurelab Finlandista vauhdittajan kehittämishankkeisiinsa.”, Johanna jatkaa.   

Myös Futurelab Finlandin perustaja, Kari Korkiakoski, on yhteistyön tarjoamista mahdollisuuksista innoissaan. ”Meille asiakkaan tarpeet ja tavoitteet ovat aina ensisijainen lähtökohta toiminnassa ja miettiessämme heille parhaiten toimivia ratkaisuja. Lumoa on viime vuosien aikana osoittautunut useissa hankkeissa tärkeäksi mahdollistajaksi asiakaskeskeisten toimintamallien kehittämisessä, mm. tuomalla eri lähteistä saatavat asiakaspalautteet ja viestit samaan näkymään. Lumoan avulla aikaa ei enää kulu palautteiden läpilukemiseen ja kategorisointiin ja voimme sen sijaan keskittyä asiakkaan kehitystarpeiden tunnistamiseen.”  

Lisätietoa Futurelab Finlandista: 

Futurelab Finlan autta yrityksiä menestymään asiakaskokemuksen avulla. Menetelmiemme ja osaamisemme avulla sisällytämme asiakaskokemuksen aidoksi osaksi yrityksen strategiaa, toimintamalleja ja kulttuuria.

Kari Korkiakoski, Toimitusjohtaja – kari.korkiakoski@futurlab.fi 

Lue lisää Futurelab Finlandista: futurelab.fi 

Lisätietoa Lumoasta: 

Lumoa on asiakaskokemuksen asiantuntijoiden vuonna 2016 perustama suomalainen yritys. Lumoan tekoälyyn pohjautuva alusta tuo yhteen asiakkaan äänen kaikki lähteet ja tunnistaa niistä tärkeimmät asiakastyytyväisyyteen vaikuttavat seikat. Automaattisesti priorisoitujen ja selkeiden oivallusten pohjalta yritykset voivat helposti tehdä ja seurata toimenpiteitä asiakaslähtöisyyden systemaattiseksi kehittämiseksi. 

Lue lisää Lumoasta: Lumoa.me  

Lue lisää Lumoan kumppaniverkostosta

Summary in English

Lumoa and Futurelab Finland are entering a partnership: Making AI an integrated part of customer experience improvement projects.

Futurelab Finland, is a consultancy for strategic development of customer experience, and Lumoa, is an AI-powered customer insights platform, have agreed on a partnership.

With the partnership, Futurelab Finland’s customer projects will be able to take advantage of Lumoa’s platform when identifying CX development targets and supporting systematic improvement.

The partnership is a natural next step for the two companies that have already previously helped customers together in developing their customer-centric processes and decision making. 

Read more about Lumoa’s partnership network

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