The Power of Text Analytics in Customer Experience Programs

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 which they need to resolve efficiently and systematically: how to deal with free-form, unstructured data and analyse 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.