Text Analysis and NLP: Love at first sight

Posted by Arghya Bhattacharya on Mar 30, 2020 10:00:00 AM

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.

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Topics: nlp, technology, text analysis

What is Text Analysis?

Posted by Suhan Prabhu on Mar 12, 2020 8:00:00 AM

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.

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Topics: machine learning, nlp, data analysis

How to become a CX Superhero: Transform your Struggles into a Competitive Advantage

Posted by Mihaela Popa on Mar 4, 2020 9:00:00 AM
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Topics: customer experience, AI, "CX Superheroes", data analysis

The Best Black Friday Offer - Exceptional Customer Experience

Posted by Mihaela Popa on Nov 27, 2019 12:18:46 PM

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!

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Topics: customer experience, black friday

Seven Pearls of Wisdom from CX & Insight Leaders' Forum

Posted by Mihaela Popa on Nov 11, 2019 11:18:53 AM
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Topics: customer experience, technology

The Seven Powers Of Captain Insight

Posted by Katie Watson on Sep 16, 2019 5:02:35 PM

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.

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Topics: customer experience

The Day Of Manual Man: The Struggles of CX Management

Posted by Katie Watson on Sep 9, 2019 2:36:47 PM

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?

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Topics: customer experience

The CX Superheroes Amongst Us

Posted by Katie Watson on Sep 1, 2019 10:00:00 AM

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.


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Topics: customer experience

Starting Up In A Start Up: Three Lessons To Learn

Posted by Katie Watson on Aug 8, 2019 2:36:20 PM

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.

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Topics: start up

The Importance of Touchpoints In The Customer Journey

Posted by Katie Watson on Aug 1, 2019 11:51:45 AM


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.

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Topics: customer experience, customer journey

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