Podcast: Seth Grimes on Emotions, Outcomes and Context in #CX
May 8, 2014
By: Keri Cook, Director of Global Events
Seth Grimes is one of the leading thinkers and analysts in the fields of Sentiment Analysis, Text Analytics and Business Intelligence – cornerstones of Customer Experience Management systems. At this year’s C3 Conference, Clarabridge advisor and analyst Fred McClimans had a chance to talk with Seth about his work, and his take on the evolution of Customer Experience technologies.
Some of the topics covered [podcast below] include:
— the evolution of “emotion” in Customer Experience,
— the new focus of Customer Experience Management on business outcomes,
— the role of correlation, context and personas in Customer Experience, and
— the fading of “text analytics” and selecting the right technology (and data!).
PODCAST [10:16] – Fred McClimans with Seth Grimes, recorded April 30, 2014 at the Clarabridge C3 Conference.