Customer feedback is a direct line to how your customers feel about your organization, its products and services. It’s one thing to believe your products are the best in the business, but if they’re not meeting your customer’s needs, you might as well be selling pie in the sky. Customer feedback analytics are invaluable to […]

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 […]

A customer insight strategy help organizations to ensure that customer insights are used in the development of products and services on a continuous basis.

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 […]

What is real-time customer feedback? Find out why you should collect and analyze customer feedback as it comes in real time.

Analyzing survey results is more than just crunching numbers – it’s also about unlocking stories, understanding needs, and adapting to changes. These in turn, can shape Customer Experiences. Welcome to a guide that’s all about making sense of those stories hidden within your survey data. Whether you’re a seasoned CX professional or just dipping your […]

In the highly competitive world of business, understanding and enhancing the customer experience is of paramount importance. By leveraging sentiment analysis on customer feedback, businesses can understand and dig deep into the emotions of their customers, allowing them to identify and address pressing concerns, and fine-tune their products and services. As a result, organizations can […]

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 […]

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 […]

Voice of Customer (VoC) is not a new concept. It’s a strategy that many companies have used for years to understand and prioritize customer needs. However, how VoC data is collected, analyzed, and acted upon has changed. Companies are finding that innovative technologies can make collecting voice of customer analytics more effortless than ever—and these […]

Here’s an ideal scenario, an online user interacts with a live chat and inquires about something. Then you or a chatbot answers that inquiry. Finally, you ask in return if the user was satisfied with the service you provided, and the user happily takes the time to chat more and explain their feedback. Here’s the […]

“How likely would you be to recommend (insert business name) to someone?” – An endless question asked in multiple ways and several forms. Almost every day it feels like a deja vu moment since every company says, “Your opinion matters” or “You are important to use”.   I mean, we get it. In order to […]

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.

Collecting reviews is crucial, but learning how to use customer feedback is a completely different process. Learn how customer feedback can drive action in this blog post.

Setting the right survey response benchmarks can define the success of your customer experience management efforts. Learn which benchmarks you need to set.

Using customer feedback in marketing is essential to any marketing team. Read about 7 ways you can do that effectively.

As customer interactions become primarily digital, the quality of these digital impressions has a defining impact on your overall customer experience. But what is a digital experience, and how does it differ from a digital customer experience?

While numbers and ratings from research are easy to analyze, businesses require insightful qualitative data to have a complete picture of their customers.

By using integrations in customer experience you can easily automate your customer experience management processes. This will make it easier to manage and improve the customer experience as a result of increased actionability. Find out what the most common integration examples are in customer experience management.

Multiple choice questions are common to use in surveys. But how should they actually be used in surveys to ensure good response rates and maximize insight generation? In this article, we’ll share best practices on how to use multiple choice questions in surveys.

Closing the customer feedback loop drives your business forward with a customer-centric strategy while including your customers in a dialogue about positive changes based on their needs.

What is voice feedback? With modern technologies available today, such as speech-to-text and artificial intelligence it’s possible to automatically generate insights from calls. In this article, we’ll explain what voice feedback is and how to generate customer insights from it.

In episode 2, we are joined by Merete Medle, Customer Experience Manager at ICE Norway. We talk about democratizing customer experience in organizations and the importance of being able to offer diverse experiences.

Read about 4 new ways to deal with negative customer feedback and unhappy customers on strategic level. Find out how to address customer feedback quickly and efficiently and encourage customer feedback from your promoters and detractors.

Find out how why customer feedback can play a crucial role in all your business operations and not only influence but significantly improve your business KPIs: from marketing and employee training up to product strategies and pricing.

Want to know how to collect customer feedback? How do design your customer surveys to ensure high response rate? Read about the best practices, find out when, where and how to ask for feedback and build a follow-up plan.