sharad khandelwal

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The importance of benchmarking your customer experience against your competitors

Jul 17, 2018 9:40:00 AM / by sharad khandelwal posted in customer experience, artificial intelligence

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I have been asking all the Customer experience Directors that I meet whether they benchmark their customer experience against the past or their main competitors and the answer is more often than not - No!! When I ask why this is the usual answer is that this is just too hard and difficult to do. So I thought I would write about benchmarking and how valuable it can be.

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How Artificial Intelligence delivers actionable insight from your customer feedback data

Jul 4, 2018 8:45:00 AM / by sharad khandelwal posted in customer experience, artificial intelligence, AI

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AI is being hailed as the new panacea to big data challenges and customer feedback data is just one of those in which it excels.

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Understanding customer lingo - does your customer feedback analysis solution understand your customers?

Apr 30, 2018 12:21:48 AM / by sharad khandelwal posted in nlp, customer experience, technology

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Overwhelming customer feedback data

Apr 9, 2018 9:34:30 PM / by sharad khandelwal posted in customer experience, analytics, customer journey

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2 Weeks ago


It was that time of the year when my wife's mobile phone contract was due for renewal. My wife has no interest in latest and greatest phones but new and shiny gadgets are one of my weaknesses, though I have managed my weakness well since I left the lucrative banking world and founded SentiSum. So, I took this opportunity to buy a new smartphone for her ( seriously for her not for me).

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The more touch points the more complex your customer satisfaction management will be

Apr 8, 2018 6:02:02 PM / by sharad khandelwal posted in nlp, customer experience, analytics, customer journey

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