Negative „Customer Experience“ is the most common reason for losing customers. 87% of customers NEVER come back after a company has disappointed them – and they communicate with others. Acquiring a new customer is 5 times more expensive than keeping an existing customer.

Customer Experience Analytics sophistically analyzes all kinds of customer feedback information to find correlations and provide business relevant conclusions.

Unlike Social Media Monitoring, Customer Experience Analytics recognizes underlying structures and interdependencies, which are non-obvious and have not been thought of before. Moreover, Customer Experience Analytics analyzes all data sources, such as the internet (forums, Twitter, social media), but also calls (via voice recognition), emails, customer feedback forms, etc., already filed somewhere in a company, but rarely used.