Katie Watson

Recent Posts

The Seven Powers Of Captain Insight

Posted by Katie Watson on Sep 16, 2019 5:02:35 PM

Our CX Superheroes blog series has been following the three different types of CX leaders we have encountered here at SentiSum. The most successful type of CX manager is Captain Insight. A question we have been asked a lot is what makes Captain Insight so good at her job. In this post, we reveal exactly what powers make her so special.

Captain Insight, like Manual Man, has an understanding of the value that data holds. However, unlike Manual Man, she has the powers to extract value from large amounts of data. If you aspire to be like Captain Insights then here are the seven powers that she has which make her the ultimate CX Superhero.

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Topics: customer experience

The Day Of Manual Man: The Struggles of CX Management

Posted by Katie Watson on Sep 9, 2019 2:36:47 PM

At SentiSum we are very familiar with all the manual men (and women) of the CX world. They are the ones we aim to help as they have the ambition and drive to provide a good customer experience however the reality of the world is the change they face.

In our last post we described the superheroes of the CX world. In our experience we have encountered three main types and the most common was manual man. Manual Man cares about CX and knows that data is valuable yet they lack the tools to help them overcome the challenges facing a CX leader. Want to find out if you are a manual man? Using our experience with past clients who once identified as manual man we have constructed a typical day of this CX hero. Does his day sound familiar to you? Can you relate to his problems?

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Topics: customer experience

The CX Superheroes Amongst Us

Posted by Katie Watson on Sep 1, 2019 10:00:00 AM

Customer Experience Superheroes are becoming a prominent part of the workforce. At M.I.C.E (Military Intelligence of Customer Experience) we have performed a detailed surveillance of the three supernatural customer experience managers known to us.


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Topics: customer experience

Starting Up In A Start Up: Three Lessons To Learn

Posted by Katie Watson on Aug 8, 2019 2:36:20 PM

In the last few months, SentiSum has experienced a growth spurt. We have taken on more people and clients while working on a more focused, customer-driven product. Yet in moments of success it is important to reflect on how you got there. That is why I spoke to Kirsty Pinner, our Product Owner, about startup life and lessons she has learnt. 

Kirsty has been at SentiSum since April 2018. She begun as a Junior Data Analyst and worked her way up to being Product Owner; present at the moments of success but also there working hard at the times of stagnant growth. After a truly insightful conversation about working at a startup, I took away these three key lessons about how startup culture affects your mindset and personal growth. SentiSum learnt that the hard way so you don't have to.

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Topics: start up

The Importance of Touchpoints In The Customer Journey

Posted by Katie Watson on Aug 1, 2019 11:51:45 AM


Plenty of businesses express the desire to improve their customers experience. However their efforts are hindered by being unaware of the significance of the touchpoints their customers experience.

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Topics: customer experience, customer journey

AI In Customer Experience: Axel Explains

Posted by Katie Watson on Jul 29, 2019 4:28:36 PM


AI stands for Artificial Intelligence. AI is more than a marketing buzzword and it is important that customer experience managers can truly understand its purpose  to gain the maximum. Here at Sentisum, AI could also stand for Axel’s Interest. Axel Almquist is our NLP and Machine Learning specialist who spends his days customising and optimising Sentisum for individual clients. There is no one better to decode what AI is in customer experience is.


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Topics: AI

Reading Emotions in Reviews: Puppy Love

Posted by Katie Watson on Jul 17, 2019 5:06:59 PM

Reviews can give an insight into the mindset of the consumer: what they believe, what they think and what they feel. They hold all the necessary information companies need to satisfy their customers. This is evident more than ever in the pet food industry.


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Topics: retail and e-commerce, pet food industry, reviews, customer sentiment

10 Facts On The Travel And Tourism Customer Journey

Posted by Katie Watson on Jul 11, 2019 3:10:44 PM


The travel industry has already changed so much in the last 10 years and it is important to understand how the customer journey has evolved. Below are 10 facts on how customers decide their next adventure and what influences their decisions. 


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Topics: customer journey, brand reputation, travel and tourism

What is worse than a Delayed Plane #FlyMaybe

Posted by Katie Watson on Jul 9, 2019 9:52:07 AM


At first I thought that nothing could be worse than a delayed plane for travel companies. However, after exploring the PR disaster Flybe experienced on Twitter this week, I realised responding to consumers in real time is more important than ever. When a plane is delayed there is not much consumers can do but when they feel ignored, they can just shout louder.


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Topics: customer experience, Real Time, brand reputation, travel and tourism

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