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customer experience management
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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....
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...
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...