As the COVID-19 pandemic continues to push customer-brand interactions into online spaces, conversational data has emerged as a major competitive advantage.

Keatext’s free trial sandbox allows prospective users to explore the text analytics platform on their own with a preloaded dataset of nearly 3000 reviews.

Keatext founder Narjes Boufaden is front and center as a CX leader in bestselling book Customer Experience, discussing the impact of text analytics and customer empathy on executive buy-in to CX initiatives.

“Even reading through a few hundred ratings and reviews to see what jumps out takes a lot of time that we don’t have, especially when our company has grown quite a bit. Instead of 8 hours to parse the details of the data in 6,000 reviews, it takes me 10 minutes using Keatext.”

Keatext’s statistics module allows users to stay in the Keatext platform to create their own charts based on key data points, patterns in the data, and the insights they want to highlight.

With rapid improvements to digital banking technology, for instance, customer expectations of their banking experience have risen. In light of these evolutions in client banking trends, Keatext decided to look at clients’ experiences at RBC branches in Montreal and Toronto.

Keatext’s team analyzed this incredible amount of publicly available customer and employee feedback from review sites where customers and employees feel free to speak colloquially and candidly.

Throughout his recent talk, CX Now: Current Realities & Future Opportunities, Temkin shared his experience in advancing the field and community of CX and his vision for its ongoing evolution.