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Analytics for Improving Customer Experience: Deploying Natural Language Processing and Social Media Analytics


Today, undoubtedly social media channels represent the biggest source of customer experience information. Twitter, Facebook, Blogs, Forums and product reviews forms provide a wealth of both positive and negative information about customer service and product quality information. All of these sources have one thing in common: they contain unstructured information and require a special set of analytical techniques, such as and Natural Language Processing (NLP) and Social Media Analytics (SMA).

Nick Kadochnikov

Executive Program Manager, Business Analytics Transformation


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