Unstructured Data Needs an Unstructured Approach

We heard a great webinar from Bruce Tempkin at CXPA yesterday about how to gain customer insights from unstructured data.  Bruce addressed the cavernous disconnect between limited, multiple-choice responses and the reality of complex customer thoughts and feelings. Here’s what we would add: when dealing with unstructured data (call recordings, free-form response cards, social media posts, etc.), it’s essential […]

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