Seth Grimes

For Conversational Commerce, “Your Bot Needs to Understand Human Personality Better”

The broadcast era is decades dead; today, conversations count – interactive, iterative commerce, driven by personality, opinion, and emotion. Today, the customer journey spans...

Use Data Science to Understand Customer Emotions and Decisions

A few sentences jump out at me, from an interview I conducted recently with customer-experience expert Peter Dorrington. "Behavioral economics and psychology show us that...

Airbnb, Travelocity, and Hilton Teach the Bad, Better, and Best of Net Promoter Surveys

The Net Promoter Score (NPS) is a go-to customer satisfaction metric. It relies on a simple question, How likely is it you would you...

How to Measure Brand Value: A FleishmanHillard View

Brand value is what a brand means to its stakeholders – to consumers, retailers and other partners, and investors. Semiotics come into play –...

Clarabridge Dials Up Customer Connections

Clarabridge is one of a handful of companies that have revolutionized customer experience management, by providing an enterprise-grade technology platform for systematic measurement and...

Perceived Value Is Key To Customer Experience. Can It Be Computed?

We'll be discussing the United passenger ejection for years, the incident was that bad. Worse, it was unnecessary. Circumstances were stressful, but the whole...

Humanizing the Customer, via Neuromarketing

Emotion influences our personal relationships, business choices, and buying decisions. That's emotion in the moment -- situational and reactive -- as well as attitudes and...

The Customer Experience Journey: A Clarabridge Conference Report

You've seen the stats: Companies that focus on customer experience (CX) -- on positive brand-consumer interactions -- win additional purchases, loyalty, favorable word of...

Loyalty: Earned, Owned, and Paid

Digital marketers talk of earned, owned, and paid media -- when others tell your story via their preferred channels (earned), when you maintain the platform...

How Havas Media Views Consumer & Market Analytics

Our thesis: Language technologies -- text, speech, and social analytics -- natural language processing and semantic analysis -- are the key to understanding consumer, market, and...

Attensity, NLP, and ‘Data Contextualization’

(Part 2 of an Attensity/text analytics update. Click to read part 1, Attensity Doubles Down: Finances and Management.) Attensity ex-CEO Kirsten Bay's LinkedIn profile states her Attensity...

Attensity Doubles Down: Finances and Management

Attensity, founded in 2000, was early to market with text analytics solutions. The company's "exhaustive extraction" capabilities, referring to the use of computational linguistics...

Clarabridge Gets Engaged: A Report from the C3 User Conference

The Clarabridge Customer Connections (C3) conference has gotten to be a thing for me. There can't be more than a handful of people, beyond...

Analytics, Semantics & Sense: Q&A with Fernando Lucini HP Autonomy

I recently posted an article, Metadata, Connection, and the Big Data Story, covering the big-data analysis process as applied to "human data" that is communicated in intentionally...

Text Analytics 2014: Q&A with Fiona McNeill, SAS

I post a yearly look at the Text Analytics industry -- technologies and market developments -- from the provider perspective. This year's is Text...

Text Analytics 2014: Sid Banerjee, Clarabridge

I post a yearly look at the Text Analytics industry -- technologies and market developments -- from the provider perspective. This year's is Text Analytics...

Can Sentiment Analysis Decode Cross-Cultural Social Media?

Can sentiment analysis shed light on cross-cultural social-media use? Beyond use: What tools can help measure cross-cultural social-platform expansion and cross-cultural networks? I like these questions....

Sentiment Analysis Innovation: Making Sense of the Internet of People

Sentiment analysis aims to make sense of the Internet of People. That's what interests me, technologies that take on the thinking, feeling, social network of...

Augie Ray on Informed Customer Experience

Positive customer experience is a key contributor to satisfaction, loyalty, advocacy, and, ultimately, profitability, which makes customer experience management (CEM) -- the application of...

SAP Takes Sentiment Intelligence for a Spin via New Rapid Deployment Packaging

SAP's rapid-deployment solution for sentiment intelligence with SAP HANA -- this new product packaging is a mouthful -- launched on August 1, a combination...

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