When we look at how big data analytics has enhanced Customer 360, one of the first disciplines that come to mind is sentiment analytics. It provided the means for expanding the traditional CRM interaction view of the customer with statements and behaviors voiced on social networks.
And with advancements in natural language processing (NLP) and Artificial Intelligence (AI)/machine learning, one would think that this field is pretty mature: marketers should be able to decipher with ease what their customers are thinking by turning on their Facebook or Twitter feeds.
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