Mar 14, 2016
There’s something uniquely illuminating about hearing a customer’s story through their own words — as opposed to just seeing the scores they give. But creating these moments of enlightenment across your organization can be tough for large companies with large amounts of social media posts, online reviews, and survey comments to sort through. Text analytics engines, which draw key trends and concepts from unstructured feedback, can help overcome this challenge.
Feb 19, 2015
Customer Experience Featured
Beyond price, one of the few ways companies think they can differentiate in the highly competitive telco market is by deciding which Kardashian they feature in their Super Bowl commercial. Sunrise Communications, Switzerland’s second largest telecom, decided to take a different tack. They chose to focus on customer experience as both brand building and a means to improve business outcomes. And it’s working. The company has since driven costs down,