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Inspiration & Insights Guiding Better Customer Experience

Clarabridge Recognized for Industry Leading Customer Experience Innovation
Clarabridge Engage Improves Customer Service Through Messaging on WhatsApp
3 Ways to Improve the Effectiveness of Your Digital Customer Service
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Customer Experience

June 5, 2019

Conversational Analytics: The Answer to Why Surveys Are Not Enough

By: Sid Banerjee

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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Community

May 28, 2019

Clarabridge Recognized for Industry Leading Customer Experience Innovation

By: Fabrice Martin

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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CEM Programs
CEM Solutions
customer experience

Customer Experience

March 11, 2019

Debunking Natural Language Processing: Sarcasm

By: Ellen Loeshelle

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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Clarabridge Analytics
Text Analytics

Customer Service

March 4, 2019

In the Know: Laura Roscam Answers 5 Questions on the Future of Digital Customer Care

By: The Clarabridge Team

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

Customer Experience

February 26, 2019

Debunking Natural Language Processing: Detecting Spam

By: Ellen Loeshelle

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

Contact Center

February 14, 2019

3 Ways to Improve the Effectiveness of Your Digital Customer Service

By: Shorit Ghosh

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

Technology

February 12, 2019

Debunking Natural Language Processing: Emojis and Emoticons

By: Ellen Loeshelle

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

Customer Experience

January 22, 2019

Debunking Natural Language Processing: Detecting Events

By: Ellen Loeshelle

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

Social Customer Service

January 8, 2019

Smooch’s Warren Levitan Answers 5 Questions on the Future of Digital Customer Care

By: The Clarabridge Team

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