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Analyst Insights Text Analytics

How to find actionable insights in your NPS text data

If your organization is like the majority out there, you will have implemented your NPS surveys and calculated your score and you’re now facing the
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June 26, 2018

Analyst Insights NPS

NPS Approaches: Operational vs Strategic

A strong focus on customer experience is crucial for any business looking to grow in today's marketplace. So why is it that businesses leave this
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June 06, 2018

Analyst Insights Customer Experience

When to use sentiment to measure customer experience

Sentiment is a great tool for analysing text data, and can give you a new dimension for seeing how your customers feel about your company. But
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May 29, 2018

Customer Feedback Analyst Insights Customer Experience

Is tagging / categorization / coding appropriate for analyzing customer feedback?

Recently we wrote about why the second question on a standard NPS survey might be the most valuable question. This doesn’t stop at NPS surveys.
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April 11, 2018

Analyst Insights

Going Beyond Word Clouds: Why We Built The Storyboard

Kapiche had a question: what’s the best way to help a new user begin to understand the text data they upload? How could we transform a large, complex
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March 20, 2018

Analyst Insights Customer Experience

What you’re missing out on by not having a customer analyst

According to a recent report by Gartner Research, the role of customer service is now more important than ever in today’s business world. The report
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March 13, 2018

Analyst Insights Customer Experience

Understanding Text Data

This is an article I wrote for the March — April issue of Research News Magazine on behalf of Kapiche. Advances in natural language processing are
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April 28, 2017