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

Summary

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.

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