Recently, we did a study at Lumoa on the state of AI in Customer Experience and found out that Artificial Intelligence (AI) has quickly become a core component of improving customer experience (CX), especially in service industries. The uptake of AI in customer experience is very visible in its use across diverse industries, from manufacturing […]

Your Customer Experiences defines the line between success and failure of your businesses. Stand out with a CX strategy that delights buyers.

What is text analytics for customer feedback? How to find the best text analytics software? How to do sentiment analysis and understand voice of customer? We answered these and many more popular questions!

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? The secret lies in the capabilities of AI and its proficiency in conducting sentiment analysis.  Customer feedback is a precious resource for understanding what’s effective and what needs improvement. However, manually sifting through and evaluating this feedback […]

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Its lean and straightforward formula for measuring customer contentment has made this […]

For a business to flourish, it has to understand its customers well enough to market effectively to them. One of the best ways to do that is through a customer profile analysis. Simply put, this process closely examines current and potential customers’ characteristics, traits, and preferences. Analyzing such data helps businesses learn the ins and […]

It’s important for your business to understand your customers. You need to know how they use your products or services and what they expect from you. Using a customer needs analysis and setting up a feedback loop are the key ways to make this happen. You probably know this. But where do you start? One […]

Civil rights activist Maya Angelou once said that people will forget what you said or did but will always remember how you made them feel. This is especially true when it comes to serving your customers. Customer service in the 21st century is not just the prerogative of one specific department but of every business […]

Let’s face it – measuring customer satisfaction is no easy feat. It’s crucial to understand what your customers are thinking, but it can often be difficult to pin down the specifics of their opinions and experiences with your business. That’s why we’re here to help! This comprehensive guide will take you step-by-step through the essential […]

Carlos Del Corral shares tips and best practices on how to create surveys that will not only increase your response-rates but also give you more insightful responses.

Consumers today are more vocal than ever, and they’re not afraid to voice their opinions. Moreover, to successfully navigate today’s highly competitive landscape, businesses must understand exactly what customers think of them – and that means diving deep into customer experience data.  One tool businesses can use to capture valuable insights is the transactional Net […]

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer experience and data and disseminating its findings to improve the organization’s processes, products, and services. Furthermore, customers remember their good and bad experiences with brands. Having […]

By now, the importance of delivering a superb customer experience in banking is crystal clear. It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. Plus, their customers are also two times more likely to try new products or services.  That said, there are a huge number of […]

To be an effective CX leader, you need to know how to sell customer experience to your boss, to the leadership team, to your peers, and to the whole organisation.

In our State of the Shopping Apps report, we explore the performance of the top ecommerce apps on Android and iOS based on customer feedback.

You need more than a generic range to understand if your NPS score is good. Learn how to set industry NPS benchmarks and why you should have them now.

Looking for the right Net Promoter Score software tools and dashboards? We out together a list of the top NPS software providers and reviewed each of them. Find out the right customer feedback software for your needs.

Episode 1: In this episode, we have Johanna Sinkkonen, CEO and co-founder of Lumoa, joining us to discuss the link between customer experience and business outcomes.

Calculating the sample size for your survey can sometimes be a bit tricky. In this article, we’ll guide you through the process of calculating sample sizes, and we’ll share some general rules on how to deal with survey projects where you struggle to get statistically significant results.

What is customer churn? It means that your customer canceled their business with you, or decided not to renew the agreement they previously had. You calculate the churn rate by dividing the # of lost customers by # of customers at the start of the defined period.

Improve your customer experience right away using this simple step-by-step guide. Learn about the popular practices and avoid most common mistakes. Find a new approach to address your customers and act on customer feedback.

Customer Experience Customer experience (CX) plays a crucial role in business success, with 99% of CX leaders acknowledging its positive impact. However, only 3% of companies are truly customer-obsessed. Businesses that prioritize CX are more likely to be relevant, profitable, and successful. Unhappy customers can have significant consequences, as they are more likely to switch […]

What is Customer Retention is and how can you improve it? We share the best tips on how to improve Customer Retention and tell you more about other relating KPI:s you can use.

Find out how to work with the most popular Customer Experience metrics and KPIs. Understand if you should collect NPS, CSAT or CES (or maybe all?). Find out the value of customer retention and the threat of churn.