Tracking and analyzing sentiments has emerged on the scene alongside countless other automation processes in the last decade. Sentiment analysis has been popular with social media and discovering how ...

In Salesforce’s most recent State of the Connected Customer study, 80% of respondents said a company’s customer experience is as important as its products and services. Sixty-five percent said they ...

Most of us don’t enjoy scrolling through countless online reviews, trying to decipher whether customers are genuinely satisfied or just being sarcastic. It can feel like trying to read between the ...

Forbes contributors publish independent expert analyses and insights. Exploring Cloud, AI, Big Data and all things Digital Transformation. Customer feedback is great. But how do you turn that feedback ...

Sentiment analysis enables brands to more fully understand what their customers are saying, as well as the emotional state and meaning behind their words. When used by customer service agents, ...

Tim Smith has 20+ years of experience in the financial services industry, both as a writer and as a trader. Charlene Rhinehart is a CPA , CFE, chair of an Illinois CPA Society committee, and has a ...

Cultural sensitivity matters. Sentiment systems now account for cultural nuances, which helps support global trust and better customer relationships. Throughout my three and a half decades in the ...