CX Analytics platforms use artificial intelligence to mine the content of unstructured text feedback from customers: in surveys, reviews, complaints, emails, social platforms and call centre transcripts.
These tools help organisations build customised models for their own category, brands and customer base, enabling them to classify topics, entities and sentiment
Results are displayed in online dashboards, and some platforms provide alerts when customer issues require urgent attention.
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It’s all about the experience Today’s battleground is Customer Experience (CX): to win in the marketplace, brands need to deliver…