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DMA: Data and Marketing Association
Consumer Help

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

Overview

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
IBM

Sponsor:

  • DMA-Communities-logo

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