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The Science Behind Text Analytics: What You Need to Know for Effective VOC Programs

Title: The Science Behind Text Analytics: What You Need to Know for Effective VOC Programs
Speakers: Ji Fang, PhD (Computational Linguistics), Lead Scientist in Natural Language Processing and Machine Learning at Medallia
Thomas Kunjappu, Text Analytics Product Manager at Medallia

So much of your customers’ insights lie hidden in text. They tell you what they like and don’t like about your products and your business in online reviews, in detailed verbatims in surveys, and even through text messages via their smartphones.

Text Analytics technology is changing the way we understand the customer experience by unlocking the insights hidden in text. You may not realize that there are many different technologies and approaches to uncover these customer insights.

Join Medallia’s Ji Fang, PhD, and Thomas Kunjappu for an informative, deep-dive look at the science behind Medallia’s approach to Text Analytics. They’ll explore our technologies and approaches, which are specialized for getting reliable and actionable insights out of the voice of the customer of some of the world’s leading brands.

What you will learn:
• Why Text Analytics is a critical emerging technology for understanding the customer experience
• How various Text Analytics techniques and approaches work (and their pros and cons)
• Specific nuances of voice of the customer (VOC) data and how they impact Medallia’s Text Analytics methodology
• Why Medallia prefers certain approaches, and how they are ideal for identifying issues and prioritizing improvement opportunities in the customer experience

We will also provide real industry examples of the kinds of insights you can uncover by using Medallia’s preferred approach, and of the actions you can take to respond to customers and mitigate issues.