The sheer scale and diversity of unstructured data sources is daunting. But those sources house valuable insights that can make an enormous difference in a competitive market. Ignoring them is not an option. They are critical to determine customer intent, keep abreast of vital market trends, or get early warning of product or service issues.
In this video, Ryan Denny of Bupa Global talks about the impact of text analytics on Bupa’s customer experience program. He explains how, by using Confirmit Genius, they have been able to move from a manual approach in which they analyzed only a small sample of customer comments, to an automated approach where 90% of customer verbatims are reviewed. The new approach also allows stakeholders across the company to access the results and use them to make decisions and define actions.
Ryan also discusses the importance of being able to build an effective, flexible text analytics model to analyze customer comments. He explains how Confirmit’s text analytics experts worked with Bupa Global to go through several iterations of their model to ensure it was a perfect fit for their needs. This approach, along with the training program that got them started, not only means they have a great model in place, but that it is future-proofed to ensure it moves with business changes.
Check 2019 ACE Awards Book to find out the secrets behind the world’s leading Customer Experience and Voice of the Customer programs. The 2019 ACE Award Winners’ Showcase celebrates the success stories from companies who accomplish outstanding achievement in Customer Experience. The companies featured in the book are using the Voice of the Customer to make better business decisions that deliver better business outcomes; increased revenue, reduced costs, and company-wide culture change. GSK, LexisNexis, Mars Inc., Wyndham Destinations Asia Pacific and Virgin Money are just a few of the award-winning case studies that will inspire you to turn customer experience into a serious force for business change.