Digital Resources

Digital Resources

The Power of Text Analytics in Customer Experience Programs

The Power of Text Analytics in Customer Experience Programs


Today’s successful companies have already implemented a customer experience program in one form or another. For customer experience professionals, the next challenge is to evolve their program in both depth and breadth, towards true brand-experience differentiation.

In order to achieve this, there is one area which they need to resolve efficiently and systematically: how to deal with free-form, unstructured data and analyse text from various sources in a meaningful and measurable way.

This white paper is intended to provide guidance about the key elements of such programs, and focuses on four key components:

  • Listen to the Voice of the Customer
  • Interpret customer data to extract meaningful information and find hidden truths
  • Deliver actionable insights and personalized reporting
  • Measure and track metrics and trends over time, to continuously improve the program and drive the customer experience.

About The BCMA

The BCMA is the global industry body for branded content practitioners, run by practitioners, promoting best practice, sharing knowledge and growing the branded content industry. Find out more here

Get in Touch

Your Email (required)

Your Message