Powered by AI, Apex's Text Analytics dissects unstructured text data, providing the insights to confidently and appropriately address the contributing factors necessary to improve CX, enhance brand loyalty, and drive revenue growth.
Apex uses AI to analyze the data captured through surveys or external sources, such as reviews and social media, to identify key themes and topics of discussion. Our technology detects both explicit mentions of specific aspects of your business as well as implied positives or negatives.
The AI then assesses how prominently each theme features in customer feedback (magnitude) and whether the sentiment around each theme is positive, negative or neutral. This provides an understanding of what's being discussed and how significant and impactful each discussion point is.
Finally, we map the identified themes onto the specific Apex attributes identified as most critical to driving customer loyalty. This connects the dots between what customers are saying and what's most important to your business, allowing you to focus your efforts where they'll have the most significant impact.
Unlike most text analysis, which only indicate themes without context, Apex aligns customer feedback with our quantitative attribution modeling, making it easy to answer such questions as:
Is this essential to creating the most desired customer experience?
Will prioritizing this area contribute to my broader CX strategy?
How much time and resources should I invest to address this issue?
Are these a few isolated problems, or does this indicate a deeper issue?
Uncover what your customers' need most for your brand, where and how well you’re delivering on their expectations, and what you need to do next to earn more of their business.
Streamline your project approval, significantly increase your probability of campaign success, and boost your project sell-through rate with our in-depth audience insights.
Find out now with our CX Self-Assessment.
