Clarabridge is a US based company and one of the prominent player in sentiment analytics market. It offers numerous analytics services. The company states that sentiment analytics has been used in text analytics form by enterprises from past several years. The company provides solutions that deliver customer insights, associated to product and service features if projected correctly. This detailed, explanatory analysis complements common high-level satisfaction measures. Sentiment analysis can be applied to enterprise feedback and social monitoring and response, sentiment technologies deliver a key voice of the customer asset. IBM Watson through its natural language understanding provides numerous API platform for text analytics that is capable of understanding and analyzing varied characteristics such as sentiment, entity, emotion, keyword, concept tagging, language, and taxonomy.
https://www.newsmaker.com.au/news/362200/sentiment-analytics-market-2017-size-segments-growth-and-trends-by-forecast-to-2023#.WkT22lWnHIU/
Customer behaviors and expectations evolve quickly. To differentiate themselves, companies have to continuously adapt their strategy. The need to provide outstanding customer service has never been greater than now – customers used more digital channels than ever before and expect seamless journeys through their transactions, even when switching between those channels.
So, how do you stay ahead of the competition in 2020? What are the new expectations of customers? Here is our take on the essential trends to consider in 2020.
http://martechseries.com/mts-insights/guest-authors/six-trends-transforming-customer-experience-2020/
Providing a good Customer Experience (CX) is on just about every organisation’s agenda these days. But where exactly is it headed? We can’t say for sure. What we can tell you though, is that this CX’s ecosystem of solutions is tethering between both expansion and consolidation. New niche solutions are sprouting up everywhere you look, from Live Chat tools and Customer Experience Management (CEM) software to Customer Success platforms and User Feedback solutions. Meanwhile, many of these same tools are being acquired by larger enterprises and ‘all-encompassing’ CX suites, such as Verint and Medallia. Movements in the market which are all attributed to trends in CX. So let’s address the question on everyone’s mind…What’s happening in CX and what lies ahead?
https://mopinion.com/state-of-customer-experience-cx/
Welcome to 2019… where digital technologies will start evolving faster than we can adapt. Where customers’ experience expectations will rise above everything else. Where predictive analytics will boost customer experience for good, and where data ethics will become the new competitive advantage. Bottom line: our customers expect now more than ever that the digital customer experiences (CX) we provide are not only seamless and integrated but also more advanced and secure.
https://mopinion.com/top-digital-customer-experience-cx-trends-for-2019/
The use of metrics is a practice businesses apply to nearly all aspects of their organisation. Whether that’s finance, competition, customer requirements, expectations, employee performance, or marketing, metrics matter. Metrics reflect and support the strategies of these business areas, giving us leverage to improve in any way we can. So why would this be any different when collecting online customer feedback? And while we’re on the subject, what is a customer feedback metric?
https://mopinion.com/what-is-a-customer-feedback-metric/
