Customer-strategy maven Paul Greenberg made a thought-provoking remark to me back in 2013. Paul was puzzled — Why haven’t there been any billion-dollar text analytics startups?
“Text analytics” is a term for software and business processes that apply natural language processing (NLP) to extract business insights from social, online, and enterprise text sources. The context: Paul and I were in a taxi to the airport following the 2013 Clarabridge Customer Connections conference.
Customer experience leaders outpace laggards in key performance categories, according to a 2014 Harvard Business Review study.Above: Customer experience leaders outpace laggards in key performance categories, according to a 2014 Harvard Business Review study.
Clarabridge is a text-analytics provider that specializes in customer experience management (CEM). CEM is an extremely beneficial approach to measuring and optimizing business-customer interactions, if you accept research such as Harvard Business Review’s 2014 study, Lessons from the Leading Edge of Customer Experience Management. Witness the outperform stats reported in tables such as the one to the right.
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