Operational vs. Analytical CX – What’s the Difference?
Over the past several months, as I’ve talked with customers, prospects, and partners, I often probe to understand what they mean when they describe their customer experience (CX) programs ...
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Tags: Clarabridge Analytics
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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Tags: Clarabridge Analytics
Customer Experience
Voice of the Customer
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
