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.
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.
......for analysing the growing mountains of customer review feedback and NPS and the more intelligence you give it upfront the faster, more accurate and consistent the results will be
Can you see all your customer feedback in one system?
How valuable would a single view of your customer feedback truth be to your business?
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).