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The Big Story Behind Your Big Data

Text analytics gives companies the potential to mine customer feedback for insights hidden deep within millions of customer comments.  But realizing that potential is not a given.

The Medallia Institute looked at how 12 innovative companies are using text analytics to better understand their customers and strategically improve the customer experience. Our interviews revealed six practices that successful customer experience teams use to drive customer-centered change throughout their organizations leveraging insights derived from text analytics.