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Case Study: Putting Feedback to Work at Kia with Caplena

October 21, 2025 @ 2:00 pm – 2:45 pm

Eastern US Time: 9 am – 9:45 am

With Caplena

  • on-demand webinar
  • Text Analytics
  • Data Analytics
  • Sentiment Analysis
  • NLP (Natural Language Processing)
  • CX Analytics
  • Customer Experience (CX) Feedback
  • Verbatim Response Coding
  • NPS (Net Promoter Score)

Caplena’s case study on how Kia Europe implemented a customer experience measurement approach to drive continuous improvement.

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Part of the Insights to Action Summit October 2025

Insights to Action Summit October 2025 - Featured Image - Insight Platforms

With Caplena

  • on-demand webinar
  • Text Analytics
  • Data Analytics
  • Sentiment Analysis
  • NLP (Natural Language Processing)
  • CX Analytics
  • Customer Experience (CX) Feedback
  • Verbatim Response Coding
  • NPS (Net Promoter Score)

Caplena’s case study on how Kia Europe implemented a customer experience measurement approach to drive continuous improvement.

Complete the form to watch the video

Kia Europe, as a regional headquarters, is responsible for overseeing the brand’s operations in the European market, with a focus on providing high-quality vehicles, innovative solutions and exceptional customer experiences.

In this case study, Maurice will share Kia’s journey establishing a 360-degree CX measurement process involving top management, core functions, local markets and dealerships.

Key takeaways:

  • How open-ended responses play a central role in Kia’s customer intelligence approach.
  • The power of granular topic x sentiment analysis to clearly understand what drives NPS up or down and take action.
  • Best practices from a 360-degree customer intelligence program that supports strategic goals and empowers the frontlines to drive continuous improvement.

Speaker

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