Seth Grimes
The Power of Deep Listening for Consumer Insights
Is your business really responding to consumer needs and wants, as the customer sees them? Are you truly customer-centric, or is your customer experience program more of a "just make sure sales stay strong" thing? Are your insights programs unbiased, or is your research...
Emotional AI In A Digital World
Emotion AI -- or emotional AI if you're my British friend Andy McStay -- describes tech that understands and conveys emotion in human and human-machine interactions. The algorithms are well understood -- natural language processing, speech analytics, computer vision, and biometrics -- but we're...
Emotionally Intelligent Design: An Interview with Design Visionary Pamela Pavliscak
Emotionally intelligent design is design that recognizes and respects human emotion, and it's especially important in today's tech-infused world. The designer aims to humanize technology, sensitive to the fact that emotion is an integral part of human make-up. We want the technologies we build...
Vision Critical Adds Text Analytics for Customer-Community Insights
I joined Vision Critical on September 13 for this year's Customer Intelligence Summit in Washington DC, an upbeat conference despite an attendance hit due to the approaching Hurricane Florence. This year's big news: The release of native text analytics capabilities, designed to extend insights delivered...
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 a spectrum of consumer-brand touchpoints, both in person and automated. Can your bot keep up? Mattersight makes call-center products – telephony, routing,...
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 much of human decision-making is based in the world of emotion and cognitive bias, not logic," Peter observes. Businesses desire…
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 recommend <a product or service> to a friend or colleague? You respond on a 0 to 10 scale, and the net...
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 – that is, the mechanisms a brand uses to convey identity – but really it's ability to deliver on brand promise...
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 improvement of business–consumer relationships. Hence the theme of this year's Clarabridge Customer Connections (C3) conference: The Customer Experience Revolution. This article…
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 mess could have been avoided, had United cared to evaluate and respond to flyer expectations. Those of us concerned with customer...
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 expectations formed over lifetimes of experiences and interactions. Research and insights professionals apply text and sentiment analysis to mine, classify, and quantify...
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 mouth, and revenue growth. And "if your customer experience falls behind, then customers will switch to your competitors," says CX...
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 or channel (owned), and when you exploit others' channels to get the word out (paid). Some DMers split out shared...
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 public voices. Apply them to extract the full measure of business value from social and online media, customer interactions 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 objective as "develop go-to-market strategy to reorient corporate focus from social media, text analytics to corporate intelligence." A shift of...
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 to identify entities and relationships in "unstructured" text, set a standard for commercial natural language processing (NLP). Rival Clarabridge, as...
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 company co-founder and CEO Sid Banerjee and me, who have attended all six C3s, dating back to the fall of...
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 expressive sources such as text, video, and social likes and shares and in implicit expressions of sentiment. The article is spun out from Q&A interview...
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 Analytics 2014. To gather background material for the article, and for my forth-coming report Text Analytics 2014: User Perspectives on Solutions and...
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 2014. To gather background material for the article, and for my forth-coming report Text Analytics 2014: User Perspectives on Solutions and Providers (which...