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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

sentiment Customer Experience

Four Reasons Sentiment Analysis is Misinterpreted

Sentiment analysis of text data aims to automatically infer the sentiment or emotion the writer is expressing. In the most common use of sentiment
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April 06, 2018

Voice of Customer NPS Customer Experience

NPS Surveys: Stop asking “What” and ask “Why”

Ever since Frederick F. Reichheld (the creator of NPS) published his article on NPS in “The One Number You Need to Grow” in the Harvard Business
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March 27, 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

Voice of Customer Customer Experience

Scaling customer empathy with VoC analytics

In today’s business landscape, businesses are more focused than ever on differentiating themselves from the competition by focusing on providing a
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March 06, 2018

Text Analytics Machine Learning Customer Experience

Understanding Text Analytics Methods

There’s no getting around it, text analytics is fast becoming a must-have for businesses. With so much hype, you’d be forgiven for thinking there
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January 10, 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