Most of us don’t enjoy scrolling through countless online reviews, trying to decipher whether customers are genuinely satisfied or just being sarcastic. It can feel like trying to read between the ...

Sentiment analysis — a sophisticated tool that interprets the emotional tone behind words, giving brands a lens into how their services or products resonate. Customer feedback is a treasure trove of ...

In Salesforce’s most recent State of the Connected Customer study, 80% of respondents said a company’s customer experience is as important as its products and services. Sixty-five percent said they ...

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 ...