With the new features now live, I thought it’d be interesting to use Kapiche to analyze customer review data for Skymesh, an Australian ISP that provides me with my own home internet.

Discover the untapped value of unstructured CX data. Learn how analyzing open-ended responses can revolutionize your customer experience strategy.

What we’re talking about here is unstructured data: words written by real people that don’t follow a pre-defined model, using language riddled with nuances.

Open-ended questions are a fantastic way to reduce the length of a survey and increase response rates, but how do you take 10,000 responses to an open-ended question and understand them in a reasonable amount of time?

How do you efficiently draw actionable insights from a huge pool of CX data?

It is intuitive that improving customer experience is good for your business. But how do you demonstrate the link between customer experience and its tangible value to your business?

Sentiment analysis is a powerful tool, however when used without care it could really throw you off the track of really understanding your customers.