Etuma Blog

Lists by Topic

see all

Subscribe to Email Updates

What is Customer Experience Text Analysis and Why You Just Might Need It

[fa icon="calendar'] Mar 13, 2017 9:17:35 AM / by Matti Airas posted in Business Benefits, text analysis

[fa icon="comment"] 0 Comments

CX  text analysis is a an application, which connects customer and employee voice to company's business strategy, customer value proposition and corporate values. 

Loyalty management surveys, like NPS, have increased the volume of incoming text comments, and an ever larger share of customer complaints arrive via email, web form and social media. All that feedback is unstructured text.

Read More [fa icon="long-arrow-right"]

On Feedback Analysis Benefits: Five Cases

[fa icon="calendar'] Aug 7, 2015 10:47:00 AM / by Matti Airas posted in Business Benefits

[fa icon="comment"] 0 Comments

The Feedback Analysis business is still growing relatively slowly. I find this baffling having been in this industry over five years and seen the concrete strategic and operational improvements, and the cost savings in contact centers. The challenge is the same as with any Business Intelligence system: what is the value of better and more timely information? The lack of concrete ROI calculations could be the main reason why many companies have delayed the investment.

Ash cloud from the eruption of Iceland's Eyjafjallajokul volcano.
Daniel Emilsson via Flickr/Creative Commons
Read More [fa icon="long-arrow-right"]