Becomes first customer experience software platform in Australia and New Zealand to offer integrated NLP Text Analytics with Emotions across entire length of customer journey
Sydney, 21 August, 2018—To help clients tailor their customer experience (CX) programs to respond to both the functional and emotional needs of customers, leading CX management technology company MaritzCX has introduced significantly enhanced natural language processing (NLP) Text Analytics Emotion capabilities to its CX software platform.
Whilst text analytics have previously been used in CX software to reveal binary positive or negative sentiment analysis, the roll-out of MaritzCX’s Text Analytics Emotion represents the first time that a CX platform has been able to determine an extensive range of emotions – Anger, Anxiety, Displeasure, Excitement, Surprise, Delight and more, across all stages of the customer journey.
According to Forrester Research, emotions are the primary driver of future customer loyalty. The ability to gain a deeper insight into the range of a customer’s emotional responses across each stage of the customer journey means that brands are much better placed to take appropriate action to minimise or augment specific emotions.
According to MaritzCX’s APAC Managing Director David Blakers, “Emotional connections are formed by meeting both the emotional and functional needs of the customer, so the more a brand can discover about the emotional responses of its customers at different points of the journey, the more they are able to optimise their customer experience.” He continued, “Our expanded Text Analytics Emotion capabilities provide an Australian and New Zealand first for clients by enabling them to deep dive into the detailed emotions of customers at each stage of the customer journey.”
MaritzCX Text Analytics Emotions turns unstructured, open-ended comments from customers into meaningful and actionable insights. It collects verbatim customer feedback from virtually any source (e.g., email, social, web, instore, app, mobile, call centre), and turns it into actionable data insights. This data can then be used to understand a customer’s emotions during their interaction with a brand, enabling the brand to better align its customer experience to form deeper and more positive emotional connections.
Since launching in Australia in July 2015, MaritzCX has rapidly established itself as the go-to customer and employee experience management technology platform for many of the Asia Pacific region’s leading brands.
Find more information about MaritzCX and Text Analytics Emotions at www.maritzcx.com/au
About MaritzCX
MaritzCX is customer and employee experience management for big business. High-value CX programs are critical for every organization. We combine software, data and research science, deep vertical market expertise, and managed program services to help accelerate client success. CX programs that are most impactful drive the right kind of actions throughout the company and support a strong business case. MaritzCX seeks to partner with companies that insist on effective and high-ROI CX.
Our customers include over fifty percent of Fortune 500 companies and global brands from the Automotive, Banking and Financial Services, Travel & Hospitality, Consumer Technology, Healthcare, Telecom, Retail, B2B, Energy and Utilities industries.
For more information about MaritzCX, visit www.maritzcx.com/au
Media contact: Sue Ralston or Pru Quinlan, Einsteinz Communications, +61 (0)289050995| sue@einsteinz.com.au or pru@einsteinz.com.au