Voice of Customer

Customer Experience Management

5 Industries Taking Advantage of Text Analytics

Text analytics, also called text mining, has countless applications. Businesses are taking advantage of text analytics...

Customer Experience Management

How NLP-based VoC programs can help hospitality brands meet customer expectations during COVID-19

(originally posted on Customer Think) COVID-19 has had an extensive impact on the hospitality industry....

Insights

Voice of Customer Analytics: What, Why and How to Do It

Voice of Customer programs transform unstructured feedback into usable data. This article dives deep into what Voice of...

Airport

9 Novel Natural Language Processing Applications in Business

How are real business actually using natural language processing? In this blog post we explore 9 interesting business...

Customer Experience Management

The Crucial Piece that NPS Misses, and How to Fill the Gap

Net Promoter Score (NPS) is great for a quick view of customer satisfaction and brand health. But NPS can be...

Analysis

Customer Feedback Analytics in Hospitality: Full Guide

We analyzed 50,000 TripAdvisor reviews of Best Western to demonstrate the value of customer feedback analytics in...

Customer Experience Management

Improve Your Hospitality Analytics with Text Analytics & NLP

Hospitality analytics with text analytics and natural language processing (NLP) transforms customer feedback into...

Customer Experience Management

Don’t Crash and Burn with Your Chatbots

Chatbots have made the leap from fun toy project to cutting-edge business proposition. Here are some best practices to...

Airport

Airport Series: McCarran and Las Vegas

When an airport company reviews social data they need to be able to find the signal in the noise. Airports and the...

Airport

Analyzing Airport Reviews Using Natural Language Processing

We used cutting-edge natural language processing (NLP) and sentiment analysis software to analyze thousands of...

Insights

Salience and You

Text analytics is the key to gaining insights from feedback. Our solution, Salience, helps companies hear the voice of...