Touch Point Optimisation: Using Text Analytics to build Positive Customer Experience

In this article, we will discover how we can build a touchpoint optimisation strategy utilising speech to text, natural language processing, sentiment analysis, Marketing Automation and CRM.

Customer experience (CX) is the sum of interactions between an organisation and its customers over the duration of the entire customer lifecycle. The two main areas of interaction include touchpoints, which influence consumer perception, and the environments within which customers interact with your products, service and brand. This article specifically drills down on how maximising touchpoints can drive and enable the management of customer satisfaction, and consequently revenue growth .

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