Conversational Analytics: The Answer to Why Surveys Are Not Enough
Your customer informs the company that she wants to cancel her service. She’s been a loyal customer for 5 years, always paid her bills on time, but now she’s gone. Seemingly the company ha...
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Clarabridge Recognized for Industry Leading Customer Experience Innovation
Following our eleventh annual C3 North America Conference last month, Clarabridge has been recognized by a host of prominent organizations for its ground-breaking technology and impact on ...
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Tags: CEM Programs
CEM Solutions
customer experience
Debunking Natural Language Processing: Sarcasm
When I tell people that I work on text analytics products, their first question is often “But, how do you handle sarcasm?” My typical response—“About as well as a human, which is to say no...
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Tags: Clarabridge Analytics
Text Analytics
In the Know: Laura Roscam Answers 5 Questions on the Future of Digital Customer Care
We asked Laura Roscam, Solutions Engineer for Clarabridge Engage, all about the social customer service industry.
Here’s her take:
1. What do you believe are the key ingredients for a br...
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Tags: Clarabridge Engage
Customer Experience
Customer Journey
Digital Customer Service
Debunking Natural Language Processing: Detecting Spam
For this week’s topic of spam, I want to remind you of this Monty Python sketch from 1970. It starts with customers trying to order a breakfast in a diner. The waitress details what’s on t...
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Tags: Clarabridge Analytics
Text Analytics
3 Ways to Improve the Effectiveness of Your Digital Customer Service
It’s important to provide a stellar experience every time someone wants to engage with your brand. And as the avenues to engage with customers continue to expand, you will want to be acces...
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Tags: Clarabridge Engage
Customer Experience
Customer Journey
Digital Customer Service
Debunking Natural Language Processing: Emojis and Emoticons
In 2015, the Oxford English Dictionary named , aka the “Face with Tears of Joy” emoji, as its word of the year. This news may have prompted you to feel like , , , , or . Emoticons a...
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Tags: Clarabridge Analytics
Customer Emotion
Text Analytics
Debunking Natural Language Processing: Detecting Events
For many people, September 19 is a remarrrrrkable occasion for which pirate memes and puns abound. National Talk Like a Pirate Day, invented in 1995 as an inside joke between two friends a...
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Tags: Clarabridge Analytics
Text Analytics
Smooch’s Warren Levitan Answers 5 Questions on the Future of Digital Customer Care
We picked the brain of Warren Levitan, Co-founder and CEO, Smooch, on the future of the social customer service industry. Here’s his take:
1. What do you believe are the key ingredients ...
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Tags: Clarabridge Engage
Customer Experience
Customer Journey
Digital Customer Service
