The Social Pulse Series

Social media and online reviews provide a valuable source of information through which to discover trends and emerging issues. Clarabridge helps organize and analyze massive volumes of unstructured data to reveal topics of conversation and shifting sentiment, emotions, attitudes, perceptions and priorities. Companies can use these insights as leading indicators to drive decision making and action.

In this special blog series, we share our own independent analysis of current events. Data collection for this series began March 12th with an initial focus on the COVID-19 pandemic. We continue to refine data collection and models to explore new topics on a biweekly basis.


Customer Journey mapping 2020 election vote signs

Customer Journey Mapping the 2020 Election

Clarabridge set out to create a customer journey map for the 2020 election, showcasing how customer experience relates to every experience.

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Social Pulse Clarabridge title image

Adapting to a New Back To School Market

The 2020-2021 school year begins even as COVID cases continue to rise throughout the country. States and families are making tough decisions about heading back to class or learning online. The end of August is normally a time of shopping for new backpacks and cute sneakers, but this year’s lists look a little different.

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top positive sentiment in hospitality bar graph

Can Travelers Find Any Bliss in Summer 2020?

Hotel data analysis reveals factors that drive positive and negative guest sentiment.

Four months into quarantine—amid global border restrictions, decreased flight travel and record low hospitality bookings—travel advisors report a pent- up demand for travel among Americans.

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Effort trend graph over 2020

The Ease of Summer Travel?

Using Clarabridge’s effort score, airline review data displays the current state of travel.

As summer bursts into full swing, many Americans debate their travel plans as a result of COVID-19. With uncertainty around air travel, airline review data online provides vignettes of experiences showing how travel has changed since COVID-19.

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Examining the Reopening of States

In order to understand how Americans feel about their states’ opening status, Clarabridge assessed the emotional intensities expressed by people within each state over a 3 week period.


JUNE 4, 2020
Moving Beyond Words to Explore Emoji Trends Across the U.S.

As many Americans remain inside under safer at home orders, analysts have found sweeping increases in the use of social platforms and, subsequently, an increase in the use of emoticons …

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May 22, 2020
Mapping Emotional Intensity in Reopened and Regionally Reopened States

Puzzle sales rose by 370% for leading puzzle company Ravensburger in March as a result of stay at home orders. As some Americans remain at home working on puzzles, lawmakers across the U.S. attempt to solve a different puzzle—the reopening of America …

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May 15, 2020
Mapping Emotional Intensity in Partially Reopened States

Puzzle sales rose by 370% for leading puzzle company Ravensburger in March as a result of stay at home orders. As some Americans remain at home working on puzzles, lawmakers across the U.S. attempt to solve a different puzzle—the reopening of America …

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April 24, 2020
Readiness to Return

To understand how ready individuals feel concerning a return to pre-pandemic life, we utilized McKinsey’s recently released matrix related to COVID-19 to assess where the pulse on reopening and other financial topics stand …

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Customer Experience is Rapidly Evolving

The global pandemic catapulted businesses into an entirely new realm. Forcing examination of business lines, the creation of digital workforces and a rapid need to respond to customers under emotional stress. Clarabridge examines the evolution:

May 1, 2020
Redefining a Great Experience

As some states begin to reopen, restaurants and retail stores will set the bar for how to create a positive experience in unprecedented times  …

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April 17, 2020
Empathy Through Action

A positive customer experience comes from reliable, empathic, and responsive service. Now during the COVID-19 pandemic, organizations display their values by respectful actions …

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APRIL 9, 2020
An Opportunity to Create Trust with Consumers

Consumers expect companies to demonstrate listening through their actions, not just their corporate messaging as a result of lingering negative sentiments from the 2008 recession   …

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April 2, 2020
A Craving for Understanding

“Social distancing” and new policies require thoughtful, reactive, and direct connection to consumers amid the COVID-19 pandemic. Understanding—that feeling of being heard, of knowledge …

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Understanding How People Interact in Times of Crisis

emotional intensity during COVID-19 scale

How is the World Reacting to the COVID-19 Pandemic?

March 20, 2020

As the COVID-19 pandemic dominates all conversation, our desire to understand how people interact in times of crisis, led us, Clarabridge, to seek more information. How are people actually …

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emotional intensity bubble bar graph across industries and across job statuses

The Way We See COVID-19 Relate to CX & the Globe

March 25, 2020

A report published by the World Health Organization (WHO) titled Managing Epidemics, identified three focus groups: Community Engagement, Risk Communication, and Treatment. These three are …

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