Voice of Customer programs transform unstructured feedback into usable data. This article dives deep into what Voice of Customer is, where to capture it, and how to build an effective Voice of Customer analytics process to increase revenue and reduce customer churn.
The Blog.
The Crucial Piece that NPS Misses, and How to Fill the Gap
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8 m
Net Promoter Score (NPS) is great for a quick view of customer satisfaction and brand health. But NPS can be dangerously misleading. Here’s why.
Customer Feedback Analytics in Hospitality: Full Guide
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15 m
We analyzed 50,000 TripAdvisor reviews of Best Western to demonstrate the value of customer feedback analytics in hospitality and other industries.
Improve Your Hospitality Analytics with Text Analytics & NLP
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4 m
Hospitality analytics with text analytics and natural language processing (NLP) transforms customer feedback into revenue through useful data and insights.
Airport Series: LAX and Mastering the Final Mile
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6 m
See how we used natural language processing to analyze a massive set of LAX airport reviews, revealing some big problems with traffic infrastructure.
Predictive Text Analytics by VOZIQ, 2018 Product of the Year
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Our star partner VOZIQ has been named 2018 Unified Communications Product of the Year! Let’s look at how VOZIQ delivers breakthrough predictive text analytics using Lexalytics natural language processing.
Airport Analytics: SFO and Building a Better Delay
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5 m
San Francisco International Airport is the gateway to the world’s tech capital. In this installment of our airport review analytics series, we see how SFO effectively listens to its customers to guide billion dollar terminal renovations and make daily improvements.
Airport Series: McCarran and Las Vegas
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6 m
When an airport company reviews social data they need to be able to find the signal in the noise. Airports and the cities they serve are often confusingly interchanged on social media. In this article, we use filters and a custom configuration to see exactly what people are saying about McCarran International Airport.
3 Surprising AI Applications in Food, Energy and Airlines
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4 m
Artificial intelligence for the food, energy and airline industries? These clever AI applications will surprise and inspire you.
The Limits of Deep Learning, and Why it Matters
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2 m
This week: the limits of deep learning, and why it matters; exponential AI development via machine teaching; using AI to analyze airport reviews; and 4 questions to help you choose the right AI partner.
Airport Series: Atlanta and Wayfinding
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Not only is Hartsfield–Jackson Atlanta International Airport the busiest airport on earth, its “plane train” is the busiest rail system in America. This volume means Atlanta International needs to run with near flawless perfection. In this analysis, we learn exactlty how they can make strides toward that goal.
Analyzing Airport Reviews Using Natural Language Processing
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We used cutting-edge natural language processing (NLP) and sentiment analysis software to analyze thousands of airport reviews. Here’s what we found.