We just published a Temkin Group report, Case Studies in Text Analytics. The research provides rich details about how five leading companies—American Express, ADP, Firstsource, Safelite AutoGlass, and Verizon—are using text analytics. Here’s the executive summary:
To help organizations understand how to use text analytics to transform their VoC programs, we have compiled five case studies from companies that have successfully utilized this capability. This report offers insights into their efforts, describing how Safelite drives value with a small team, how Firstsource ventures beyond service quality and training, how American Express built a custom solution in-house, how ADP scaled with a distributed model, and how Verizon scaled with a centralized model. Each of these case studies follows a company’s journey as it built out its text analytics capabilities and also shows how each one organized its efforts. In addition to the case studies, we also outline five key decisions that every text analytics program must make.
You may also want to see the report Text Analytics Reshapes VoC Programs.
The report provides rich details on how the companies have deployed text analytics. They have each used it in quite different ways. Here’s a summary of how they’ve successfully used text analytics across what we call the 6 D’s of of a Voice of the Customer Program:
The bottom line: Learn how leaders are using text analytics