Want to know how powerful Customer Feedback is?

In this podcast episode, the host Shilpa, interviews Dave Seaton, an expert in analyzing unstructured data for organizations. They discuss the power of analyzing customer feedback and sentiment to improve customer experience. Dave shares examples of how analyzing unstructured data can uncover insights and drive strategic decisions. They highlight the importance of listening to customers regularly, tracking key topics, and understanding the impact on metrics like customer effort scores. They emphasize the need to challenge existing narratives within organizations and rely on data to make informed decisions. The conversation underscores the potential of unstructured data analysis in enhancing both customer value and business outcomes.

In this episode, Dave shares insights into:

1. The significance of analyzing unstructured data for customer insights
2. The impact of turnaround time and communication on customer satisfaction.
3. Identifying key topics from unstructured data through customer interviews and verbatim processing.
4. The reliability of sentiment analysis tools in measuring customer sentiment.
5. Leveraging unstructured data to reduce customer churn and drive business growth

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