text analytics

Free-flowing text, often referred to as unstructured data, makes up a huge and growing portion of the digital universe. Yet until fairly recently, analyzing this kind of data was a costly and time-intensive process. Today, game-changing technologies like text analytics are helping marketers and customer experience professionals decipher volumes of feedback that were previously impossible to analyze. This report describes why leading companies are rapidly adopting text analytics to gain

Wai Au is Global Customer Experience Lead at the Sage Group, a major provider of enterprise software. He has been a text analytics user for over 10 years. There’s a big difference between understanding the scores customers give you and understanding how they really feel. On their own, satisfaction scores give you a partial impression about a customer: how he or she feels about the issues you thought to ask

Patent-pending machine learning technology ingests billions of customer comments to uncover hidden trends and topics in an instant PALO ALTO, Calif. — March 15, 2016 — Medallia, the global Customer Experience Management (CEM) leader, today announced patent-pending machine learning Text Analytics technology that automates the discovery of customer-feedback topics that might have otherwise been missed by traditional text analytics approaches. This real-time solution leaps ahead of traditional text analytics that

The research. The diligence. The planning. The execution… The miscalculation. The fire. The disaster. It doesn’t matter how much goes into your company’s next big investment or initiative — something is bound to go wrong. When this happens, reaction time is key. The faster you can act will make the difference between just doing damage control and realizing your original goals. Imagine, for example, that you’re the leader of a

New release further enhances the only Text Analytics solution purpose-built for customer experience data PALO ALTO, Calif., May 15, 2014 — Medallia® (medallia.com), the global leader in SaaS Customer Experience Management (CEM) solutions, is adding expansive new native multi-lingual capabilities to Medallia Text Analytics, a key part of its CEM platform. These new capabilities allow businesses to analyze customer issues found in unstructured data in 39 languages, bringing the voice

When customers are ecstatic or disappointed with their experience with your company, it’s very likely that they will leave comments filled with extremely useful information for your business.  These comments can be left anywhere — from surveys to social reviews and status updates.  For many brands, however, this wealth of data can become too overwhelming for human analysts to handle — thousands of pieces of freeform feedback across a wide

Customers are people and people are passionate. Whether they are talking about a recent service experience or a product they love or hate, open-ended survey questions and reviews allow people to go beyond a score or a rating and express their passion (or lack thereof) for you and your products.  And that feedback can be just what you need to make real improvement to your business. According to a recent