Tag Archives: customer insights

Posts related to customer insights

Voice of the Customer: banking industry

The Voice of the Customer (VoC) is a market research technique that produces a detailed set of customer wants and needs, organized into a hierarchical structure, and then prioritized in terms of relative importance and satisfaction with current alternatives.

Voice of the Customer (VoC)

The Voice of the Customer (VoC) is not a new concept. In one way or another, it’s been included in quality assurance processes for years, and yet, its full integration in the workflow is a pending tasks for many companies. The Voice of the Customer allows you to listen, interpret and react to what’s being said, and then monitor the impact your actions have over time.

The current challenge companies are facing comes from the volume of data available. In this digital age, feedback is ever-growing and not just limited to the periodic surveys sent to clients. Word-to-mouth has gone digital and has become more relevant than ever: everyone with a Twitter or a Facebook account has an opinion, and more often than not, it’s about the products and services they consume.

A typical client

A client

As so many other sectors, banking needs to figure out how to translate this first-hand source of knowledge their clients are providing into something useful, something that can be used in the company’s decision-making process.

Voice of the Customer combines two key aspects of information extraction: the need to know in detail what the customer is talking about and to interpret correctly his feelings about it. The former gives a quantitative view of the feedback obtained while the latter gives a more qualitative analysis, measuring what clients think a company is doing right or wrong.

The banking domain has the added difficulty of providing an extremely wide array of products and services, each one of them with very specific subcategories and received through completely different channels.

Continue reading

The Analysis of Customer Experience, Touchstone in the Evolution of the Market of Language Technologies

The LT-Innovate 2014 Conference has just been held in Brussels. LT-Innovate is a forum and association of European companies in the sector of language technologies. To get an idea of the meaning and the importance of this market, suffice it to say that in Europe some 450 companies (mainly innovative SMEs) are part of it, and are responsible for 0.12% of European GDP. Daedalus is one of the fifteen European companies (and the only one from Spain) formally members of LT-Innovate Ltd. since its formation as an association, with headquarters in the United Kingdom, in 2012.


LT-Innovate Innovation Manifesto 2014

In this 2014 edition, the document “LT-Innovate Innovation Manifesto:” Unleashing the Promise of the Language Technology Industry for a Language-Neutral Digital Single Market” has been published. I had the honor of being part of the round table which opened the conference. The main subject of my speech was the qualitative change experienced in recent times by the role of our technologies in the markets in which we operate. For years we have been incorporating our systems to solve in very limited areas the specific problems of our more or less visionary or innovative customers. This situation has already changed completely: language technologies now play a central role in a growing number of businesses.

Language Technologies in the Media Sector

In a recent post, I referred to this same issue with regard to the media sector. If before we would incorporate a solution to automate the annotation of file contents, now we deploy solutions that affect most aspects of the publishing business: we tag semantically pieces of news to improve the search experience on any channel (web, mobile, tablets), to recommend related content or additional one according to the interest profile of a specific reader, to facilitate findability and indexing by search engines (SEO, Search Engine Optimization), to place advertising related to the news context or the reader’s intention, to help monetize content in new forms, etc.

Continue reading

Analyzing the Voice of the Customer (VoC) at the Sentiment Analysis Symposium

A few days ago we did a presentation at the Sentiment Analysis Symposium of New York. In our talk we explained how to use text analysis technologies to listen to the Voice of the Customer (VoC) and get customer insights.

Textalytics at Sentiment Analysis Symposium 2014

For companies is vital to understand the opinions that their actual and potential customers express in new channels that are much more spontaneous and less structured than the traditional surveys (e.g. answers in questionnaires, interactions with contact centers, conversations in social media). The reach, the immediacy and the “emotional” aspect of these channels make them an impressive source of raw materials for obtaining valuable insights.

Continue reading