White Papers

(Why) Understanding Customer Sentiment is Key to Creating Better CX


Modern consumer expectations have changed drastically over the past three years. Today’s customers expect a seamless, high-value experience, and the struggle for businesses is how to strategically apply technology solutions to meet these growing expectations and demonstrate customer centricity.

A new report from SSON Research & Analytics examines how businesses can use AI-driven analytics to better understand their customers and deliver more personalized, seamless experiences. The report takes a closer look at the impact of sentiment analysis on overall customer satisfaction, and the many ways that organizations can drive CX improvement and positive business outcomes via AI-driven sentiment analysis of every interaction, every time.

Read the report to learn more about:

  • what AI-solutions make up sentiment analysis
  • how to identify customer satisfaction levels using sentiment
  • how sentiment analysis impacts agent behaviors.