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Voice of Customer Text Analytics

What does customer happiness even look like?

Everywhere we turn,  its seems like many businesses have no idea what a happy customer looks like. Sure, most people understand what makes a

October 23, 2018

Customer Experience

How to discover your organization's North Star Metric

Growing a business, let alone running one, is a daunting task. It’s a complex ballet made up of a variety of moving parts, all of them competing for

October 05, 2018

Product Update

Product Update - 12 September 2018

A minor update was released which included a handful of usability improvements and new statistics available on the Dashboard, including Impact.

September 12, 2018

Text Analytics

4 key requirements for an effective text analytics solutions

Following on from our recent blog on 5 questions to consider before purchasing a text analytics solution, we’re covering another topic that we are

August 29, 2018

Case Studies Analyst Insights

Analyzing with Kapiche: Australian ISP Customer Reviews

With the new features now live, I thought it’d be interesting to use Kapiche to analyze customer review data for Skymesh, an Australian ISP that

August 23, 2018

Product Update

Product Update - 17 August 2018

This update introduces a brand new data visualization for the Dashboard, and a handy new feature in the form of Concept group queries.

August 17, 2018

Text Analytics

5 questions to consider before purchasing text analytics software for your CX program

Recently, we covered the need for software to improve CX team output for organizations collecting hundreds or thousands of NPS, CSAT or other

August 14, 2018

Text Analytics Machine Learning

Using software to improve your CX team's output

Previously we discussed the importance of open-ended data in gaining a true understanding of your customers. But how do you efficiently draw

July 25, 2018