IDC Perspective: Creating Customer Trust with Sentiment Measurement — Achieving CX Success Using Data and Artificial Intelligence

IDC Perspective: Creating Customer Trust with Sentiment Measurement — Achieving CX Success Using Data and Artificial Intelligence

This IDC Perspective looks at the future of customer experience from a specific lens of technology —customer sentiment measurement. It is essential for brands to know the level of customer satisfaction (CX) by measuring it through technologies such as Voice of the Customer, surveys, and unstructured data collected through artificial intelligence. Measuring sentiment through Net Promoter Score (NPS), CX, and customer lifetime value provides a continuous benchmark, which is a significant part of assessing overall customer experience. "Sustaining CX success in the market requires brands to go deeper in their understanding of customers," says David Wallace, research director, customer intelligence and analytics, IDC. "Sentiment measurement that leverages unstructured data and AI provides a more complete perspective than surveys alone, providing brands with more agility to correct negative experiences in the moment and continually reinforce positive experiences to increase trust and loyalty," he adds.

Please Note: Extended description available upon request.


Executive Snapshot
Situation Overview
Customer Perspective
Data and Technology
Business Outcomes
Where Does Sentiment Measurement Fit in CX Programs?
Sentiment Measurement: More Than the Sum of Its Parts
New Methods to Understand Customer Sentiment Data Using AI
Case Studies: Sentiment Measurement Success
Enabling a Firmwide Customer Experience Focus
Understanding Customer Intent Using AI
Improving CX for Retail Brands in the Digital Era
Global Sentiment Measurement in Hospitality
Advice for the Technology Buyer
Learn More
Related Research
Synopsis

Download our eBook: How to Succeed Using Market Research

Learn how to effectively navigate the market research process to help guide your organization on the journey to success.

Download eBook