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Text Analytics in Customer Feedback: The CXO’s Secret Weapon

Lumoa

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! Just like a hapless tourist, customers are eager to share details of their experience.

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Everything You Need to Know about Text Analytics

Lumoa

This situation is where automated text analytics is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic. Text analytics helps in understanding the feedback. Careful and well implemented text analytics can easily reveal dozens of improvement ideas.

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Text Analytics as Future of Customer Experience? We Asked Jim Tincher.

Lumoa

Although it’s important to have those choices available, you need to filter them down to a manageable size, then give your customers what they need.” The future of the feedback analysis - text and voice analytics. Make sure the right people are following the process and the feedback is curated in a sustainable way.

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Lesson #4: Text Analytics Is More Than A VoC Feature; It's An Absolute Must-Have

PeopleMetrics

Enter text analytics. No matter how you are listening to customers (solicited, unsolicited, verified, observed), the data you will ultimately collect will be one of two types: structured or unstructured. Structured Feedback. Unstructured Feedback. Machines (Text Analytics). Let's dig right in.

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18% Growth Unlocked: Text Analytics Uncovers Challenges in Mutual Fund

SurveySensum

You see the quantitative feedback will only give you a score, but only with proper analysis of qualitative feedback can you identify areas of improvement. With the help of Text Analytics Feature, you can properly analyze your NPS program. But how to do that? The survey uncovered A LOT of insights.

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RS Components: Using Text Analytics to Drive Action

Confirmit

To boost that insight, RS has worked closely with the Confirmit team to implement a sophisticated program of text analytics to get a deeper view of customer feedback. NPS scores are up across the board – a direct result of the decisions made on the strength of really accurate customer insight. The results?

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3 Reasons to Analyse Customer Feedback In Real Time

Lumoa

How often should you collect customer feedback? There is more and more discussion about this question, especially now living in an era where customer feedback is louder than ever. It’s clear that overwhelming customers with frequent, long surveys aren’t a practical strategy.