Sentiment Analysis Tools are Redefining the Global Voice of the Customer (VoC) Market
Sentiment Analysis Tools are Redefining the Global Voice of the Customer (VoC) Market
Sentiment Analysis Enhances Business Intelligence and Opens Up Extraordinary Opportunities to Improve the Customer Experience
30-Apr-2021
North America
$2,450.00
Special Price $1,837.50 save 25 %
Description
Well-established businesses receive massive amounts of feedback every day, and this is obtained through eCommerce platforms, customer support calls, emails, social media platforms, bots, and chats. This presents companies with substantial opportunity to collect large amounts of customer data and enhance market intelligence.
Voice of the customer (VoC) is the practice of collecting, analyzing, and distributing customer feedback to improve a product, solution, or service. With accurate VoC data, businesses can enhance customer experience (CX), meet unmet needs in the marketplace, and differentiate themselves from their competitors. Companies can unlock VoC through technologies such as sentiment analysis, which uses natural language processing (NLP), machine learning (ML), text analysis, and computational linguistics to identify the opinion, intent, or emotion behind the natural language. Through the use of specific words, tone, and the context of the conversation, sentiment analysis engines can recognize emotions and sentiments in customer-business interactions.
Sentiment analysis tools can identify 3 characteristics: topic–what is a comment addressing?; opinion–does the speaker hold a favorable or an unfavorable opinion?; and emotion–what are the customers’ emotions and sensitivities? (emotions can range from happiness, excitement, and contentment to anger, annoyance, and irritation).
Sentiment analysis is redefining the VoC landscape, and it complements surveys and other traditional solicited feedback methods. The implementation of sentiment analysis brings several benefits to organizations, including the potential to increase RoI, revenue, and cost savings; the ability to increase customer retention; and the capability to offer an enhanced CX. In addition, VoC platforms can generate automated, complex, and actionable insights that will change the ways businesses operate. Advancements in AI and IoT and higher sentiment analysis adoption will guarantee a bright future for VoC tools.
RESEARCH: INFOGRAPHIC
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Table of Contents
Why Is It Increasingly Difficult to Grow?
The Strategic Imperative 8™
The Impact of the Top Three Strategic Imperatives on the Global Sentiment Analysis Industry
Growth Opportunities Fuel the Growth Pipeline Engine™
Definitions
Definitions (continued)
Evolution of the Contact Center
From CX Data to Action
Types of CX Data
Introduction to VoC and its Role in CX Management
Methods to Obtain VoC
Introduction to Sentiment Analysis
Introduction to Sentiment Analysis (continued)
Sentiment Classification: Elements that Affect Scores
Types of Sentiment Analysis
Sentiment Classification
Benefits of Sentiment Analysis
Limitations of Sentiment Analysis
Channels from which Data can be Extracted to Analyze Customer Sentiment
Major Trends
Sentiment Analysis—CX Use-Cases
Sentiment Analysis—CX Use-Cases (continued)
Growth Drivers
Growth Restraints
Sentiment Analysis Market Opportunities
Sentiment Analysis: Next Steps
Key Considerations for End-user Organizations
Sentiment Analysis Provider Profiles
BrandsEye
CallMiner
Limetropy
SANDSIV
Symanto
Wonderflow
Growth Opportunity 1—Partnerships with Leading Participants, CX Solution Providers, and Integrators
Growth Opportunity 1—Partnerships with Leading Participants, CX Solution Providers, and Integrators (continued)
Growth Opportunity 2—Enhancement of Visualization and Reporting Capabilities to Achieve Competitive Differentiation
Growth Opportunity 2—Enhancement of Visualization and Reporting Capabilities to Achieve Competitive Differentiation (continued)
Growth Opportunity 3—Expansion of Polarity Categories and Sentiment Classification
Growth Opportunity 3—Expansion of Polarity Categories and Sentiment Classification (continued)
Growth Opportunity 4—Emphasis on Security and Data Compliance
Growth Opportunity 4—Emphasis on Security and Data Compliance (continued)
Growth Opportunity 5—Design Industry-Specific Packages
Growth Opportunity 5—Design Industry-Specific Packages (continued)
List of Exhibits
Legal Disclaimer
Popular Topics
No Index | No |
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Podcast | No |
Author | Federico Teveles |
Industries | Information Technology |
WIP Number | MFE7-01-00-00-00 |
Is Prebook | No |
GPS Codes | 9533-C1,9702-C1,9705-C1,9884-C1,99DF-C1,9A5B-C1,9661,9723 |