Removing the barriers to effective customer experience analysis With a direct link clearly established between customer satisfaction and revenue growth, you would think that customer experience scores would be on the rise. Unfortunately, that’s not the case. According to Forrester’s US 2017 Customer Experience Index (CX Index™), CX quality worsened between 2016 and 2017. And this is in the face of
Artificial Intelligence isn’t what it’s all cracked up to be In the world of analytics and predictive modeling, many executives and consultants get excited about artificial intelligence. They want to be first to the market, implement it to beat their competition and win the war for the consumer dollar with it. But, the reality of it is that humans do
Text Analytics Challenges David Johnson, CEO of Decooda, breaks down the challenges of some text analytics tools. Specifically, he reviews some of the limitations of Sentiment Analysis, Natural Language Processing (NLP) and Machine Learning in order to help senior executives understand why their insights are not actionable.
Behaviors Matter and They’re Predicted by Emotions https://customerthink.com/more-evidence-that-customer-experience-is-about-emotions/ Thank you for writing this Jeanne! We couldn’t agree more. You make a good case for a point we are trying to communicate in the marketplace. Not only do CX campaigns and approaches need to be emotionally engaging to be successful, but businesses also need to be able to detect customer emotions