Make a (data) connection with Clarabridge

By: Lisa Sigler

August 7, 2015

Customer Engagement
customer experience
Sentiment Analysis
Social Engagement

To connect with customers and understand their experiences, organizations need omni-source customer experience management (CEM) capabilities—the ability to capture and review all sources of data: survey PLUS social media, third party review sites, call center notes, call center recordings, online chat, and internal business data, solicited and unsolicited feedback.

Clarabridge enables omni-source CEM by applying advanced text analytics and sentiment analysis to customer data to provide a complete view of the customer experience. But have you ever thought about how the customer data gets into Clarabridge for advanced analysis?

Clarabridge offers out-of-the-box connectors that pull data from different sources into the Clarabridge CX Intelligence Platform for analysis. Clarabridge users are automatically able to collect and review data directly from select social media platforms, social media aggregators, ratings and review sites, surveys, CRMs,  online communities, and even Excel© spreadsheets.

Our newest addition to this list is our connection to the Consumer Financial Protection Bureau. The CFPB was established by Congress to protect consumers by carrying out federal consumer financial laws.  As part of their mission, the CFPB maintains a public database of consumer complaints and stories that financial institutions must, by law, respond to and address.  On June 25, 2015, the CFPB released an enhanced version of this database, which includes not only structured data fields about each complaint, but the actual accounts of each problem written by the consumer.  Over 7,000 comments were initially published, with more on the way.

With this new connector, Clarabridge becomes the first customer analytics provider to enable financial institutions to bring in CFPB complaint text for analysis in order to identify trends, triage the severity of new issues, and close the loop quickly—which is critical because the CFPB mandates that complaints are addressed within 15 days and closed within 60 days. Financial institutions can even analyze complaints lodged against other banks for competitive intelligence.

In addition to our extensive out-of-the-box connectors, the Clarabridge CX Intelligence Platform can ingest data in a number of different ways. Customers can import data from their own files. We use publicly available APIs. And, our services team can help you to develop custom connections for your internal systems. Clarabridge is committed to being an omni-source customer analytics provider.

Motivational speaker Paul J. Meyer said, “Communication—the human connection—is the key to personal and career success.” With Clarabridge connectors, communication makes a data connection—and it is the key to customer experience management success.

Lisa Sigler is Sr. Manager of Content Marketing at Clarabridge. For over 16 years, Lisa has used her writing and editorial skills to bring the value and benefits of technology to life. In her current role, she works to demonstrate Clarabridge’s position as thought leader and trailblazer in the Customer Experience Management market. Lisa holds a B.A. of English from Kent State University. Read more from Lisa on Twitter @siglerLis.