How do you focus on just the critical issues when you're analyzing VOC insights? Here, we look at the Pareto principle. This is part 4 of our blog series from our webinar “5 practical ways to influence managers for Voice of Customer (VOC) success”, by myself and Dr. Alyona Medelyan.
Let's bring some clarity to the messy subject of Advanced Text Analytics, the way it's pitched by various vendors and data scientists. This is the 3rd of a series of 5 posts, where I explain what's popular and what's possible.
My greatest learnings from 10 years leading customer experience at HP, by Maurice FitzGerald [video]
If you missed our webinar with customer experience expert Maurice FitzGerald, catch the recording here. He shares his greatest learnings from his 10 years at HP as CX lead.
We're very excited to be one of the sponsors of the 5th Annual Digital Customer Experience Strategies Summit on September 18 - 19, 2018, at the Hyatt Regency McCormick Place in Chicago.
My part 1 of 5 article last week covered Word Spotting, a simple approach to Text Analytics that anyone can implement in just 10 minutes in an Excel spreadsheet. We briefly reviewed how ineffective it can be.
Recently we spoke to Customer Experience (CX) legend Maurice Fitzgerald, the former VP of Customer Experience at HP, author of 4 books on the subject of customer experience strategy and Net Promoter Score, and global keynote speaker.
For a long time, I've been planning to write a post to clarify what’s possible in Text Analytics space today, in 2018. Throughout my career, I’ve spoken with many people who are living through the pain of analyzing text and trying to find a solution.
A great example of a company who has transitioned from time-consuming, manual customer feedback analysis to AI-powered, fast text analytics, practically in no time, is Greyhound.
Greyhound is the well-known bus transportation network, with services across the United States, Canada and Mexico.
I wanted to share with you my learnings from when our team at Thematic organized and sponsored a free 3-hour workshop on Deep Learning for Sentiment Analysis, run by Dr. Felipe Bravo-Marquez. The workshop booked out within 24hrs of announcing it and more than 40 people attended.
We’ve used the AI powers of Thematic to see whether we can find any juicy insights in customer feedback, and here’s what we found.
We’ve analyzed 16335 publicly available online reviews for 4 brands which often come to mind when thinking “luxury, global fashion brands”: Louis Vuitton (LV), Gucci, Prada, and
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