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