Humans are emotional beings. We make decisions based on our emotions all the time. For example, I love Entenmann’s doughnuts. My decision of which dessert to buy is almost always hijacked by my memories (most of them recent memories) of that cakey doughnut deliciousness every time I pass by the Entenmann’s stand at the grocery store.

Today Clarabridge announced the capability for our current and future partners to tembed text and sentiment analytics in a variety of tools and solutions across a host of industries.

So how does a system like this work? Most automobile manufacturers and dealers already have some level of surveying after purchase, after service work is done, and at random intervals, they also often have presence in social media (facebook, twitter, etc). By utilizing the data that’s already in house, both structured and unstructured (those open ended questions you see on questionnaires), there’s a wealth of information already in place, but getting at it quickly and being able analyze and drill down can often be difficult.

I’ve been thinking about the old Road Runner and Coyote cartoons lately. The reason is this—in each encounter with the Coyote, the Road Runner proves that speed and innovation wins out over mere innovation every time.

Planes get upgraded to first class.

B/E Aerospace is the leader in providing interior products for commercial, business jet and military aircraft markets. Most of the touch points you experience when travelling on a plane have B/E Aerospace’s stamp on them, from the Cappuccino maker in the galley to the seat beneath you and even the reading light over your Sudoku puzzle. Using the Clarabridge text analytics platform connected to a Teradata Data Warehouse Appliance, B/E Aerospace can nowanalyze aircraft maintenance logs in a fraction of the time, allowing them to speed detection of the need for repairs or replacements earlier.

Today, Clarabridge will co-present a webinar with Fast Casual about the barriers restaurants face in gathering intelligent information about their customers from the myriad of sources that exist in today’s world. Naturally, we have recommendations in how to overcome those barriers (and not surprisingly a few of them involve text analytics), but I don’t want to give away the solutions here. You can register for the event by clicking here and after the event, I’ll post the link to the archived webinar as well.

Welcome to the first in a series of conversations on customer experience management with thought leaders across a variety of sectors. This series will focus on the different approaches and practices companies have with regards to capturing the “voice of the customer”. We hope that you’ll find these conversations useful, and that they might spark dialogues within your own organization on how you can engage and listen to your customers better and use those insights to improve your product/service offerings and operations to avoid crises and perhaps even identify new opportunities for generating revenues. Our first conversation is with Debbie Tsusaki, Sr. Director of Operations and Planning for Choice Hotels.

It's been a while since I worked as a registered nurse, but healthcare continues to be one of my passions. My night table is filled with books and magazines on the subject and you can bet my off-hours web-surfing includes a search or two about new breakthroughs in health and patient care. My interest has only intensified in light of the recent healthcare reform debate. (See our separate blog entry, “Capturing the Voice-of-the-Country Regarding Health Care Reform”.

A couple of years ago, Clarabridge wrote a white paper about three major trends that are speeding up the adoption of text analytics.  To be honest, I've been fascinated by the rapid pace at which this adoption has played out.

Talk about a tasty win-win—we just announced that Wendy’s® International has selected Clarabridge to automate their customer feedback program.  With our text analytics solution, Wendy’s will be able to gather and analyze critical customer information in just minutes.