Text analytics in CX
Today’s successful companies have already implemented a customer experience program in one form or another. For customer experience professionals, the next challenge is to evolve their program in both depth and breadth, towards true brand-experience differentiation.
In order to achieve this, there is one area that they need to resolve efficiently and systematically: how to deal with free-form, unstructured data and analyze text from various sources in a meaningful and measurable way.
This white paper is intended to provide guidance about the key elements of such programs, and focuses on four key components:
- Listen to the Voice of the Customer
- Interpret customer data to extract meaningful information and find hidden truths
- Deliver actionable insights and personalized reporting
- Measure and track metrics and trends over time, to continuously improve the program and drive the customer experience.
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