Best Practice Report

Q&A: Seven Questions CX Pros Should Ask Before Diving Into Text Analytics

How To Make The Most Of Unstructured Customer Feedback

January 1st, 2018
With contributors:
Harley Manning , Scott Ross , Laura Glazer


For complete customer understanding, customer experience professionals must harness both structured and unstructured customer feedback. Text analytics helps mine unstructured data to understand what customers talk about and how they feel about those topics. While most CX pros are comfortable with analyzing structured feedback from surveys, only 27% of CX pros use text analytics. In this report, CX pros get answers to seven key questions that will give them a leg up for the often perilous journey of mining and analyzing unstructured customer feedback.

Want to read the full report?

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.