With text analytics and artificial intelligence and sentiment analysis, technology has really moved us into a new world of possibilities when it comes to understanding our Customers’ feedback in a variety of formats. I’ve seen some pretty amazing uses of this new world of business analytics and high-level number-crunching. The way some software out there is able to analyze and synthesize even unstructured data is pretty mind-blowing.
So why are we still doing VoC the same way? (more…)