Duration: 45 Minutes
Text Analytics is the key technology that enables customer experience professionals to extract actionable insights from unstructured customer feedback such as reviews, calls, agent notes, chat, email, blogs and open-ended survey comments. Despite this fact, almost 73% of CX pros are not taking advantage of Text Analytics, leaving this incredibly valuable source of customer understanding practically untapped.
Our guest speaker, Forrester’s Faith Adams will discuss the 7 questions CX pros should ask before diving into text analytics and how to choose the right partner for the journey. Fabrice Martin of Clarabridge will join Faith and provide examples of how clients have used text analytics to drive measurable business outcomes as well as offer insight into the future of Clarabridge’s text capabilities.
In this webinar, you will hear:
- How Text Analytics can help you make the most out of customer feedback
- What types of customer experience insights you will be able to uncover using Text Analytics
- What are the must-have capabilities that you should look for when evaluating Text Analytics solutions
Featured Speakers:
Faith Adams
Analyst Serving Customer Experience Professionals, Forrester ResearchFaith Adams is an analyst at Forrester Research, serving Customer Experience Professionals. Her research focus areas include customer experience measurement and customer-centric culture. Prior to joining the research team, Faith spent nine years working in customer and patient experience. Leveraging the voice of the customer, she helped establish a different approach to building loyalty, increasing customer lifetime value and improving the bottom line while also assisting in the development of a more customer-centric culture. Previously, Faith also worked as a lead customer experience analyst at Highmark (an independent licensee of BCBS) and in practice operations for a multidisciplinary medical group, where her primary focus was on patient experience. Faith holds a bachelor’s degree in political science from the University of Pittsburgh.
Fabrice Martin
SVP, Marketing & Product Management, Clarabridge
Fabrice Martin is Senior Vice President of Marketing and Product Management at Clarabridge. Fabrice brings 20 years of experience in entrepreneurship, product management, marketing, and enterprise software sales, with specific domain expertise in SaaS/PaaS, data visualization/discovery, Business Intelligence, and analytics for marketing and contact center operations. Fabrice has participated as keynote speaker and industry evangelist at conferences and tradeshows across the United States, Europe, and Latin America. Prior to joining Clarabridge, Fabrice was Vice President of Program Management at MicroStrategy, responsible for the company’s Cloud PaaS and award-winning SaaS initiatives, High Performance Programs, and Strategic Account relationships. Fabrice holds a Computer Engineering degree from ITESM CEM in Mexico and an MBA from Georgetown University.
