Sid Banerjee

2010 has been a banner year, not only because as a company, Clarabridge has passed many significant milestones, but because sentiment and text analytics have passed from infancy to adulthood over a very short, intense period of time. Market forces have converged to provide us with the opportunity and the means to push sentiment and text analytics into many mainstream applications across a variety of industries. You can see the tangible results in our year end press release, and the rush of interest from the analyst community, with folks like Gartner, Hurwitz’s Fern Halper, Constellation’s Ray Wang,...

Welcome to the first in a series of conversations on customer experience management with thought leaders across a variety of sectors. This series will focus on the different approaches and practices companies have with regards to capturing the “voice of the customer”. We hope that you’ll find these conversations useful, and that they might spark dialogues within your own organization on how you can engage and listen to your customers better and use those insights to improve your product/service offerings and operations to avoid crises and perhaps even identify new opportunities for generating revenues. Our first conversation is with Debbie Tsusaki, Sr. Director of Operations and Planning for Choice Hotels.

Sid:  Debbie, tell me a little bit about your role at Choice Hotels.

Debbie:  I’m a Senior Director for Choice Hotels and am responsible for any of the technology or applications used in our contact centers. My role...

We’re only a few weeks into the new year, but already it looks like there will be some interesting developments in the Text Analytics and Customer Experience Management markets that will likely affect Clarabridge, our customers and our partners. Namely:

1) Social media analysis (SMA) will finally move from "fad" to "function"

In 2009 we saw dozens of companies enter into the Social Media Analytics Space. Clarabridge spent a good part of last year watching the market, and developing an offering that met our enterprise customers’ requirements and needs. 

As we enter 2010 – we believe the market for social media analytics requires a few critical capabilities:

1) deep linguistic parsing + advanced sentiment scoring + intelligent means to separate the spam from the true insights + a robust analytical and exploration level. 

2) an integrated view of customer experience across social media AND non social media sources (...