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 ...

Experiences are, at their core, emotional for customers. Whether it’s the frustration of being stuck in a middle seat on a long flight, the excitement of waiting hours to taste a special meal, the ...

Sentiment analysis — a technique that uses natural language processing (NLP), machine learning (ML) and AI to gauge emotions in customer interactions — has emerged as a powerful tool for uncovering ...

Understanding customers’ needs and feedback has always been important for businesses. But it’s not just about identifying whether customers are satisfied or dissatisfied; the real value lies in ...