Voice of the Customer

Discussion of how text analytics technologies are used for “Voice of the Customer” applications – i.e., to analyze customer communications and feedback. Related subjects include:

June 10, 2008

Attensity update

I chatted recently with David Bean, Attensity’s CTO, and then with marketing exec Phil Talsky. Highlights included: Read more

June 4, 2008

Clarabridge’s customer-experience applications

I talked with text mining SaaS vendor Clarabridge’s CEO Sid Banerjee today. Part of the call covered applications and markets for Clarabridge’s technology. Highlights included: Read more

November 1, 2007

What TEMIS is seeing in the marketplace

CEO Eric Bregand of Temis recently checked in by email with an update on text mining market activity. Highlights of Eric’s views include:

October 17, 2007

Business Objects-Inxight update

I’m at the Business Objects annual user conference, and had a couple of chances to talk with Inxight/text analytics folks. When I asked about areas of commercial application traction, answers were similar to those I got from Attensity and Clarabridge, but not quite the same. Specifically:

The Business Objects/Inxight folks also made a couple of interesting general technical points. Read more

October 5, 2007

Text mining applications as per Attensity and Clarabridge

Besides asking them technical questions, I surveyed Attensity and Clarabridge last week about text mining application trends, getting generously detailed answers from Michelle De Haaff of Attensity and Justin Langseth of Clarabridge. Perhaps the most important point to emerge was that it’s not just about particular apps. Enterprises are doing text mining POCs (Proofs of Concept) around specific apps, commonly in the CRM area, but immediately structuring the buying process in anticipation of a rollout across multiple departments in the enterprise.

Other highlights of what they said included: Read more

October 5, 2007

Nice new phrase — Voice of the Market

Michelle DeHaaff, Attensity’s VP of Marketing, just introduced me to a nice phrase — Voice of the Market, obviously related to Voice of the Customer. As Michelle put it:

We’ve also expanded into what we call Voice of the Market data – providing a combination of analysis on external and internal data

– this is how we’ve heard our customers put it:

*Customer feedback comes in many forms……when customers don’t know you are listening (blogs, public web forums) it is important to hear what they say.

*When customers purposely tell you something (via emails, in surveys, captured in customer service notes) it is not only important, but expected….

The first of those would be Voice of the Market, while the second would be Voice of the Customer.

October 5, 2007

David Bean of Attensity explains sentiment and other qualifiers

David Bean of Attensity is rightly one of the most popular explainers of text mining, for his clarity and personality alike. I shot a question to him about how Attensity’s exhaustive extraction strategy handled sentiment and so on. He responded with an email that contains the best overall explanation of sentiment analysis in text mining I’ve seen anywhere. Naturally, this is rolled into an Attensity-specific worldview and sales pitch — but so what? Read more

July 22, 2007

Text analytics marketplace trends

It was tough to judge user demand at the recent Text Analytics Summit because, well, very few users showed up. And frankly, I wasn’t as aggressive at pumping vendors for trends as I am some other times. That said, I have talked with most text analytics vendors recently,* and here are my impressions of what’s going on. Any contrary – or confirming! — opinions would be most welcome.

*Factiva is the most significant exception. Hint, hint.

If you think about it, text analytics is a “secret ingredient” in search, antispam, and data cleaning,* and this dominates all other uses of the technology. A significant minority of the research effort at companies that do any kind of text filtering is – duh — text analytics. Cold comfort for specialist text analytics vendors, to be sure, but that’s the way it is.

*I.e., part of the “T” in “ETL” (Extract/Transform/Load).

Text-analytics-enhanced custom publishing will surely at some point become a must-have for business and technical publishers. However, it appears that we’re not quite there yet, as large publishers make do with simple-minded search and the like. In what I suspect is a telling market commentary, there’s no headlong rush among vendors to dump text mining for custom publishing, notwithstanding the examples of nStein and (sort of) ClearForest. I don’t want to be overly negative – either my friends at Mark Logic are doing just fine or else they’re putting up a mighty brave front – but I don’t think the nonspecialist publishing market is there yet. Read more

June 14, 2007

Text analytics buzzphrase of the year – “Voice of the Customer”

If there was one theme to this year’s Text Analytics Summit, it’s “Voice of the Customer.” Attensity’s pre-conference press release was about a Voice of the Customer offering. Clarabridge’s sponsored user talk was about a Voice of the Customer app. SPSS’s marketing materials emphasized Voice of the Customer. Sentiment analysis and Web/blog scraping were frequently mentioned, in contexts such as “customer care,” “reputation management,” and/or “competitive intelligence.”

But above all, it was “Voice of the Customer.” I know it’s till June, but I think we have our text analytics industry buzzphrase of the year.

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