1 Consumer Text Analytics: What It Means to Really Listen
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Consumer Text Analytics: What It Means to Really Listen

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As much as 80 percent of the world’s big data is unstructured, it doesn’t fit into the columns and rows that feed most analytic models. At the same time, new sources of text like blogs, comment streams, chat sessions and Twitter feeds, contain invaluable information on your consumers and their experiences.
In this report, we speak to Lewis Hyam, former Head of Consumer Insight, Research & Strategy at Lloyd’s Banking Group, about customer analytics and the benefits of actually “listening”.
Lewis shares his insights on:
·         How companies can use text analytics to improve performance and customer satisfaction
·         How can text analytics help brands take advantage of the proliferation of online text and use social media for their customer research
·         How to practically incorporate text analytics into your customer insight strategy
·         How to ensure ROI for your customer text analytics initiatives