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Voice of the Customer: Text Analytics for the Responsive Enterprise

by Seth Grimes


This report describes how text analytics has become an essential part of Voice of the Customer solutions. It describes VoC techniques and processes and explains the fundamentals of text-analytics technology and solutions.


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Case Studies

  • NTT DoCoMo
    At NTT DoCoMo, Voice of the Customer text analytics enables a deeper understanding of the customer and the ability to convert negative messages into opportunities and requests into solutions.
  • Cablecom
    Cablecom's Federico Cesconi reports that the company’s Voice of the Customer effort has resulted in a tremendous improvement in churn and customer satisfaction.

Vendor Solutions

  • Business Objects Voice of the Customer Solution Profile
  • IBM Voice of the Customer Solution Profile
  • SPSS Voice of the Customer Solution Profile


Study Sponsors

Business Objects Voice of the Customer Solution Profile IBM Voice of the Customer Solution Profile SPSS Voice of the Customer Solution Profile