EP08 - Beyond Surveys : AI-Driven Sentiment Analysis
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EP08 - Beyond Surveys : AI-Driven Sentiment Analysis
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About this listen
The conversation delves into the challenges of the legacy survey model, the benefits of aspect-based sentiment analysis, addressing negativity bias, emotional listening, mapping sentiment to service blueprints, and converting sentiment into financial metrics to justify CX budgets.
Takeaways
- Legacy survey model is increasingly irrelevant
- Aspect-based sentiment analysis provides nuance and context
- Negativity bias in sentiment analysis can be addressed using techniques like SMOTE
- Sentiment data should be mapped to service blueprints for real impact
- Converting sentiment into financial metrics helps justify CX budgets
#cx #customerexperience #customersurveys #customerfeedback #servicedesign #uxdesign #sentimentanalysis #ai
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