Technologies that will define the future of customer experience

POSTED BY Greg Keating ON Sep 15, 2015 3:12:00 AM

The future is full of data, analytics, wearables, and more tech. While your audience and message might not evolve quite as fast, the avenues of marketing and customer interaction are already shifting,


As companies become more competitive, their customer experience practitioners are becoming more experienced and more specialised. To take a company to the next level, CX practitioners need to stay up-to-date with the latest trends in technology. New technologies can enable companies to make better decisions in customer experience that will help drive growth, profitability and market share. Here we'll run through some of the new and emerging technologies that you will need to consider in this changing landscape.

Sentiment analysis and text analytics

Sentiment analysis and text analytics have been, in the past, technologies fraught with difficulties. For decades, companies have asked open-ended questions on marketing and customer experience surveys. Companies increasingly maintain customer interactions through chat logs, among other sources of textual data. In the early days, we relied on human beings to make sense of and summarise comment topics because it was difficult for software to fully understand the nuances of human speech and writing. But the technology of understanding human feelings is getting more and more sophisticated.

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