Method and system for measuring a customer experience in an organization
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United States of America Patent
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Feb 23, 2021
Grant Date -
Dec 28, 2017
app pub date -
Jun 22, 2017
filing date -
Jun 23, 2016
priority date (Note) -
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Abstract
A system and method for measuring a customer experience across a plurality of business channels in an organization has been provided. The system is configured to provide insight into customer experience across business channels from data generated via social media. The social media data of the customer pertaining to the organization is acquired and cleansed to obtain the unstructured data. Using linguistic and behavioral analysis of unstructured social data, the system enables an organization to understand customer experience by a plurality of channel to market, including the relationship of the channels on customer experience. Finally, it was concluded that whether the customer expectations are matched, missed or exceeded with the organization.
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