Plenty of businesses express the desire to improve their customers experience. However their efforts are hindered by being unaware of the significance of the touchpoints their customers experience.

Text Analysis (a.k.a Text Mining) is the process of understanding and sorting text, making it easier to manage. In our previous blog, we gave you an idea of why text analysis could possibly be the last piece of the puzzle of growth every business is trying to solve. After all, in the information-saturated era we live in, what can be of more value than the power to organise this information in a structured and meaningful way that we humans can understand and derive value from.

In a world saturated by information fuelled by the widespread growth of social media channels and live chat, text analysis can help businesses effectively gain customer insight.

In the race of keeping up with all the latest tweets, support tickets, live chat and product reviews, businesses need effective tools to help them understand their performance and improve the overall impact of the brand.

With Black Friday around the corner, your company has for sure prepared the best deals and is offering the best prices, but here’s something else to keep in mind - offering your customers the best customer experience!

Our CX Superheroes blog series has been following the three different types of CX leaders we have encountered here at SentiSum. The most successful type of CX manager is Captain Insight. A question we have been asked a lot is what makes Captain Insight so good at her job. In this post, we reveal exactly what powers make her so special.

Captain Insight, like Manual Man, has an understanding of the value that data holds. However, unlike Manual Man, she has the powers to extract value from large amounts of data. If you aspire to be like Captain Insights then here are the seven powers that she has which make her the ultimate CX Superhero.

At SentiSum we are very familiar with all the manual men (and women) of the CX world. They are the ones we aim to help as they have the ambition and drive to provide a good customer experience however the reality of the world is the change they face.

In our last post we described the superheroes of the CX world. In our experience we have encountered three main types and the most common was manual man. Manual Man cares about CX and knows that data is valuable yet they lack the tools to help them overcome the challenges facing a CX leader. Want to find out if you are a manual man? Using our experience with past clients who once identified as manual man we have constructed a typical day of this CX hero. Does his day sound familiar to you? Can you relate to his problems?

Customer Experience Superheroes are becoming a prominent part of the workforce. At M.I.C.E (Military Intelligence of Customer Experience) we have performed a detailed surveillance of the three supernatural customer experience managers known to us.

In the last few months, SentiSum has experienced a growth spurt. We have taken on more people and clients while working on a more focused, customer-driven product. Yet in moments of success it is important to reflect on how you got there. That is why I spoke to Kirsty Pinner, our Product Owner, about startup life and lessons she has learnt. 

Kirsty has been at SentiSum since April 2018. She begun as a Junior Data Analyst and worked her way up to being Product Owner; present at the moments of success but also there working hard at the times of stagnant growth. After a truly insightful conversation about working at a startup, I took away these three key lessons about how startup culture affects your mindset and personal growth. SentiSum learnt that the hard way so you don't have to.