AI stands for Artificial Intelligence. AI is more than a marketing buzzword and it is important that customer experience managers can truly understand its purpose  to gain the maximum. Here at Sentisum, AI could also stand for Axel’s Interest. Axel Almquist is our NLP and Machine Learning specialist who spends his days customising and optimising Sentisum for individual clients. There is no one better to decode what AI is in customer experience is.

Reviews can give an insight into the mindset of the consumer: what they believe, what they think and what they feel. They hold all the necessary information companies need to satisfy their customers. This is evident more than ever in the pet food industry.

The travel industry has already changed so much in the last 10 years and it is important to understand how the customer journey has evolved. Below are 10 facts on how customers decide their next adventure and what influences their decisions. 

At first I thought that nothing could be worse than a delayed plane for travel companies. However, after exploring the PR disaster Flybe experienced on Twitter this week, I realised responding to consumers in real time is more important than ever. When a plane is delayed there is not much consumers can do but when they feel ignored, they can just shout louder.

I have been asking all the Customer Experience Directors I meet whether they benchmark their customer experience against the past or their main competitors and the answer is more often than not - NO. When I ask "why?" the usual answer is that this is just too difficult of a thing to do. 

The role of customer service in the delivery experience.

Exploring what makes a good delivery...

Exploring how communication before delivery influences customers.

Mitchel Nicholson @ Reevoo a SentiSum Partner