NPS. An acronym that needs no explanation within customer-centric organizations. Originally introduced in 2003, it measures a customer’s loyalty to a company’s products on a -100 to +100 scale. Elegant in its simplicity, it is easy to track, provides a clear reference point within companies and acts as a quick benchmark against the competition. Translating […]
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“Humans are underrated.” Welcome to 2018, when a comment such as this one from Elon Musk passes as a compliment. In the face of constant news about automation, artificial intelligence and the rise of robots, it’s nice to see the creators of the machines score some points! In all seriousness, while the increasing presence of […]
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Today’s organizations have a wealth of information in various text data sources such as customer complaints, reviews and social media conversations. Most customer-centric organizations deploy text analytics tools to glean actionable insights. Still, if you ask any analyst that how often he or she was stuck massaging the data manually, the answer is typically: “Almost […]
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