CX Metrics NPS, CSAT, or CES: Is It Telling the Whole Story?

Beyond Customer Experience Metrics: Leveraging Text Analytics for Deeper Customer Insights and Improved CX Management


In today’s competitive business landscape, providing exceptional customer experiences has become crucial for long-term success. To achieve this goal, many companies rely on metrics like Net Promoter Score (NPS) or Customer Satisfaction (CSAT) to measure customer experience. However, these score-based metrics don’t always tell the whole story. That’s where text analytics comes in. By analyzing customer feedback using natural language processing techniques, businesses can gain deeper insights into their customers’ needs, pain points, and behaviors. In this e-book, we will explore the value and use cases of text analytics in enhancing customer experience management, and how AI-based CX management systems can help businesses stay ahead of the curve.