By Chris Ezekiel, Founder & CEO
During my presentation at Internet World 2013, Identify Your Customer’s Stress & Make It Go Away, I explored the benefits of implementing interactive customer experience technologies on the web, across social media channels and from mobile applications. One of my three steps for creating positive, engaging interactions with customers was for organisations to predict customer needs through conversational analytics. After my presentation, I had the pleasure of discussing conversational analytics in more detail with Susan Fourtané, Science & Technology Journalist. Over the weekend Susan published her takeaways from our talk on the Big Data Republic website, Conversational Analytics Brings Insight Into Customer Behaviour.
My thanks to Susan for taking the time to talk with me and for putting together such an insightful article. I hope you will take a few minutes to read Susan’s thoughts on conversational analytics because, as she writes, “this unstructured data represents unique customer insight, which mustn’t be ignored or underestimated”. You can find the full article on the Big Data Republic website.