As much as 80 percent of the world’s big data is unstructured
At the same time, sources of text like blogs, comment streams, chat sessions and Twitter feeds, contain invaluable information on your consumers and their experiences.
Seth has over 15 years of experience in product management and 10 years of experience in text analytics – from the perspective of a user as well as a vendor. Seth has worked in a number of executive roles at both hardware and software companies, including co-founding Netiverse which was bought by Cisco Systems in 2000.
In this report, Seth shares his thoughts on:
• How companies can use text analytics to gain insight into their customer experiences
• How text analytics can help spot and sort customer feedback present on social media platforms and other comment streams
• How real-time data and sentiment analysis have the potential to improve efficiency and coherence in customer service
• How to incorporate text analytics into your customer service strategy
Seth’s interview is a taster for the Consumer Text Analytics Briefing we are organising for October 8th in London, where many more tips and tricks will be shared on how to improve customer satisfaction and boost brand reputation with text analytics.