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Customer Experience Management
How NLP-based VoC programs can help hospitality brands meet customer expectations during COVID-19
(originally posted on Customer Think) COVID-19 has had an extensive impact on the hospitality industry....
Lexalytics
AI In Financial Services: Three Current And Emerging Applications
While the impact of artificial intelligence (AI) is a bit of a mixed bag in a number of industries, we’re seeing some...
Insights
Voice of Customer Analytics: What, Why and How to Do It
Voice of Customer programs transform unstructured feedback into usable data. This article dives deep into what Voice of...
Customer Experience Management
The Crucial Piece that NPS Misses, and How to Fill the Gap
Net Promoter Score (NPS) is great for a quick view of customer satisfaction and brand health. But NPS can be...
Analysis
Customer Feedback Analytics in Hospitality: Full Guide
We analyzed 50,000 TripAdvisor reviews of Best Western to demonstrate the value of customer feedback analytics in...
Customer Experience Management
Improve Your Hospitality Analytics with Text Analytics & NLP
Hospitality analytics with text analytics and natural language processing (NLP) transforms customer feedback into...
Airport
Airport Series: LAX and Mastering the Final Mile
See how we used natural language processing to analyze a massive set of LAX airport reviews, revealing some big...
Airport
Airport Analytics: SFO and Building a Better Delay
San Francisco International Airport is the gateway to the world's tech capital. In this installment of our airport...
Airport
Airport Series: McCarran and Las Vegas
When an airport company reviews social data they need to be able to find the signal in the noise. Airports and the...
Airport
Airport Series: Atlanta and Wayfinding
Not only is Hartsfield–Jackson Atlanta International Airport the busiest airport on earth, its "plane train" is the...
Airport
Analyzing Airport Reviews Using Natural Language Processing
We used cutting-edge natural language processing (NLP) and sentiment analysis software to analyze thousands of...