Capturing and mining qualitative feedback for actionable insights

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FOCALCXM

This deck talks about ingesting unstructured text and analyzing it with StoryPulse and Forest Rim technologies

Software

www.focalcxm.com
Capturing and mining Qualitative Feedback for actionable insights

Bill Inmon
Forest Rim Technologies
Adi Buddhavarapu
CEO, FocalCXM
Bill is referred to as the “Father of the Data Warehouse”. He has written 58
books, translated into 9 languages. Recent works include HEARING THE
VOICE OF THE CUSTOMER . He has built textual ETL -a technology for
reading text and turning text into a standard data base.
Adi Buddhavarapu leads FocalCXM, a company passionate about delivering
remarkable enterprise experiences. He has over 18 years of experience in
Engineering, Product Management and Customer Experience

Use Case: Market Research in Restaurant Industry
Focal Inn

The Essence of Success
Restaurants Service Rooms Safety..
Food, Dishes
Add-ons
Politeness, Speed,
Helpfulness
Noise,
Cleanliness,
Comfort, Privacy
Location, Activity,
Parking

• Complaints
• Compliments
• Suggestions
Listen….
If hotels wants to thrive, they must
pay constant attention
to what the customers are saying

Sample Comment
How to keep customers, get new customers, and how
to make people happy – listen to your customers

The Problem
There is more text to be read than a human can handle

Structure of Language
Language
Structure
Medium Grammar
Semantics
Lexicon discourse
Pragmatics

A partnership to address the key challenges

The Magic Sauce on the Back End
Transportation
automobile
make
Honda
Ford
Porsche
Saturn
type
SUV
sedan
sports
station wagon
airplane
make
Boeing
..........
Textual ETL Engine
Customer
Comments
Unstructured Data
data
base
analysis
Database Insights
Taxonomy
Social Comments
Open Ended
Questions
Documents
Email
StoryPulse..
Stop Word
Processing
Stemming
Alternate Spelling
Synonym
Concatenation
Homograph
Resolution

Sample Flow: Market Research Focus Groups: COVID Times
MP4 Recording
Notes/Comments
MP3 Files
StoryPulse
Content in S3
ForestRim Insights

Bottom Line
Only .5% of the worlds data is being analyzed”
– IDC Study 2017

Next Steps
• Free Pilots
• Detailed Workshops
• Other Use Cases

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Capturing and mining qualitative feedback for actionable insights

1. www.focalcxm.com Capturing and mining Qualitative Feedback for actionable insights

2. Bill Inmon Forest Rim Technologies Adi Buddhavarapu CEO, FocalCXM Bill is referred to as the “Father of the Data Warehouse”. He has written 58 books, translated into 9 languages. Recent works include HEARING THE VOICE OF THE CUSTOMER . He has built textual ETL -a technology for reading text and turning text into a standard data base. Adi Buddhavarapu leads FocalCXM, a company passionate about delivering remarkable enterprise experiences. He has over 18 years of experience in Engineering, Product Management and Customer Experience

3. Use Case: Market Research in Restaurant Industry Focal Inn

4. The Essence of Success Restaurants Service Rooms Safety.. Food, Dishes Add-ons Politeness, Speed, Helpfulness Noise, Cleanliness, Comfort, Privacy Location, Activity, Parking

5. • Complaints • Compliments • Suggestions Listen…. If hotels wants to thrive, they must pay constant attention to what the customers are saying

6. Sample Comment How to keep customers, get new customers, and how to make people happy – listen to your customers

7. The Problem There is more text to be read than a human can handle

8. Market Research Focus Group

9. Structure of Language Language Structure Medium Grammar Semantics Lexicon discourse Pragmatics

10. A partnership to address the key challenges

11. Demo

12.

13. The Magic Sauce on the Back End Transportation automobile make Honda Ford Porsche Saturn type SUV sedan sports station wagon airplane make Boeing .......... Textual ETL Engine Customer Comments Unstructured Data data base analysis Database Insights Taxonomy Social Comments Open Ended Questions Documents Email StoryPulse.. Stop Word Processing Stemming Alternate Spelling Synonym Concatenation Homograph Resolution

14. Demo

15. Sample Flow: Market Research Focus Groups: COVID Times MP4 Recording Notes/Comments MP3 Files StoryPulse Content in S3 ForestRim Insights

16. Bottom Line

17. Bottom Line Only .5% of the worlds data is being analyzed” – IDC Study 2017

18. Next Steps • Free Pilots • Detailed Workshops • Other Use Cases

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