Presentation about "Voice of the Customer in the Financial Servce Industry" delivered by Textalytics/Daedalus at the Sentiment Analysis Symposium 2014 (NYC) Textalytics is now MeaningCloud http://www.meaningcloud.com/

1. Sentiment Analysis Symposium
March 6, 2014
Voice of the Customer
in the Financial
Services Industry
Meaning as a Service
Textalytics is a brand by Daedalus, S.A.
© Daedalus-Data, Decisions and Language, S. A.
textalytics.com

2. New VoC initiatives benefit from
text analytics / sentiment analysis
VoC initiatives
expanding into
unsolicited, unstructured
comments
Unsolicited
Solicited
Meaning as a Service
E.g., customer
ratings from
third-party site
E.g., verbatims
of calls from
customer
E.g., satisfaction
surveys
E.g., comments
on surveys
Structured
Unstructured
Source: Text/Content Analytics 2011, Alta Plana
© Daedalus-Data, Decisions and Language, S. A.
textalytics.com

3. What customers are asking
Meaning as a Service
Contact-center
interactions
(voice, email)
Blogs and news
Social media
conversations
Letters
Comments from
forums and thirdparty sites
VoC
Customers
Product and services
Company
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 Reputation
 Early crisis detection
Customer journey
Buying signals
Churn indicators
Segmentation
Influencers, promoters
and detractors
© Daedalus-Data, Decisions and Language, S. A.
Unmet market needs
New product ideas
Missing features
and avoidance
Customer satisfaction
Perception maps
textalytics.com

4. Customer journey and buying signals
Meaning as a Service
© Daedalus-Data, Decisions and Language, S. A.
textalytics.com

5. Customer demographics and buying
(and satisfaction, churn, etc.) signals
Meaning as a Service
Tactical use
 Buying signals / social leads
 Service requests
 Churn indicators
Estrategic use
 Segmentation
© Daedalus-Data, Decisions and Language, S. A.
textalytics.com

6. Concepts associated with entities and
perception maps
© Daedalus-Data, Decisions and Language, S. A.
Meaning as a Service
textalytics.com

7. Corporate reputation
Meaning as a Service

Reputational dimensions / axis:
innovativeness, product offering,
finances, citizenship…
• Variables: product quality,
service…
E.g., RepTrack (Reputation Institute)
textalytics.com

8. Online reputation dashboard and
reporting
Meaning as a Service
textalytics.com

9. Extraction of meaning enables
serendipitous discovery of “new VoC”
Meaning as a Service
XXXX
© Daedalus-Data, Decisions and Language, S. A.
textalytics.com

10. Semantic analysis
Meaning as a Service
Extract elements of meaning from all kinds of content
Facts
Themes
Opinions
Semantic
Processing
People
Organizations
Relationships
© Daedalus-Data, Decisions and Language, S. A.
Concepts
textalytics.com

11. Textalytics: Meaning as a Service
Meaning as a Service
Register and use free at http://textalytics.com
textalytics.com

12. Textalytics: democratizing
meaning extraction



Meaning as a Service
Not your typical Semantic APIs…
High-level Semantic APIs, optimized for application scenarios
Core API (building blocks)
Media
Analysis API
…
Configuration and
Linguistic Resources
Bridges the gap between
your business problem
and semantic technologies
Semantic
Publishing API
Configuration and
Linguistic Resources
Configuration and
Linguistic Resources
Topics
Classif.
Sentiment
POS
Linked data
textalytics.com

13. Get ready for Textalytics: VoC API
Meaning as a Service
July 2013
February 2014
June 2014
Media Analysis API
• Presence, theme, relationship,
opinion… analysis
• For social and traditional media
Semantic Publishing API
Core API
Transversal functionality
• Granular functionality for semantic
analysis: topics, classification, POS,
polarity…
• Tagging and enrichment
• Standardization and revision
• Personalized dictionaries and models
Voice of Customer API
•
•
•
•
•
Customer journey / buying signals
Corporate reputation
Perception maps
CRM-oriented semantic analysis
Moderation of UGC
Transversal functionality
• Integration aids and fostering of ecosystem
• CMS plug-ins
Now Live!
• Integration with personal productivity
tools
• Mobile apps. platform
• integration with search engines
• integration with NLP environments
textalytics.com

14. Thank you for your attention!
Meaning as a Service
Textalytics / Daedalus
Antonio Matarranz
amatarranz@daedalus.es
Edificio Vallausa II
Avenida de la Albufera 321
28031 Madrid, Spain
Tel: +34 913324301
http://textalytics.com
http://www.daedalus.es
© Daedalus-Data, Decisions and Language, S. A.
textalytics.com