[Webinar] Using AI to get Deep Insights from Customer Feedback

Today, customer expectations are rapidly growing, and most companies struggle to quickly learn what they are. They use metrics like Net Promoter Score to measure how well they are doing, but do not know what is driving those scores. Where do they fall below customer expectations? Which improvements should they prioritize?

And yet, companies already have the data that holds the answers. Customers are telling them what they care about and what needs improving in their own words through surveys, social media, and support requests.
Not all AI algorithms that can make sense of it are equal. The best ones allow human input to be easily combined with automation to ensure high accuracy, reliability and usefulness.

This webinar explains the state-of-the-art in customer feedback analysis. It will show the type of functionality one should expect from today’s software and how modern technology can help provide this functionality, without hype or over-promise. Tune in to learn how companies like Art.com, Stripe and ManpowerGroup unlock deep insights in their feedback.

Register today and learn:

• What the common pitfalls are in analysing customer survey responses and how to avoid them.
• How to correctly analyse free-text feedback received through NPS and other satisfaction surveys, and which methods can unlock hidden insights in this data
• How today’s algorithms analyse customer feedback, how reliable they are, and what’s the future outlook of what will be possible in ten years.

Speaker:

    Alyona Medelyan, PhD, CEO, Thematic Ltd

Alyona Medelyan is the Co-founder and CEO of Thematic, a YCombinator company, that helps companies improve customer loyalty and retention. She holds a PhD in Natural Language Processing and co-authored over 20 research publications. She worked on commercial projects in this field with companies like Google and Cisco before starting Thematic which has customers like Stripe, AirBnB, Vodafone, Greyhound and Air New Zealand.