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.
More customer stories
From vision to reality: How to build a CX program that works How do you build a CX program that works?We can’t avoid the elephant in the room. We are all living in verry differnt times. Covid-19 has hit the business industry like nothing else, except perhaps the recession of 2008. And the companies that […]
CX predictions for 2022: In conversation with guest Forrester What do customers expect from brands and organizations in a post-pandemic environment? How can companies prepare to meet these new demands? Join Forsta’s VP of CX Consulting Chris Brown, and guest speaker, Judy Weader, a Senior Analyst with Forrester, as they discuss this year’s top predictions […]
B2B program accelerators For over 20 years, Forsta has been working with B2B organizations, across a wide spectrum of industries, honing our tools to master the complexities faced by companies like yours. Forsta has been recognized year after year by industry experts for our knowledge, experience, and powerful approach to delivering B2B insights programs that […]
Get industry insights that matter,
delivered direct to your inbox