Manual Processing Vs Automated Listening - Increasing the effectiveness of captive.
Marketing, customer experience, and social media professionals often hold the misconception that manual analysis of customer conversations is an adequate and accurate way of analyzing the voice of their customers to derive actionable insights. However, a closer look at the process of manually monitoring customer comments – "doing it by hand" — reveals increased error rates, high costs, and delayed time to insight. This paper explores the shortcomings of manual conversation analysis, and demonstrates the value of automation technologies like Experience Analytics to increase analytical accuracy and time-to-insight across customer listening initiatives.
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