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.
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.