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Ghosh, Madhumita
- 'Text'-Mining Customer's View Point and Perceived Value About Brand
Authors
1 Big Data & Advanced Analysis BA & Strategy - Global Business Services IBM, IN
Source
International Journal of Business Analytics and Intelligence, Vol 4, No 1 (2016), Pagination: 1-4Abstract
This paper describes how text mining techniques can be applied in the analysis of consumer voice to gain useful and actionable business insights for marketers. The technique is illustrated via its application to understand Brand's perceived value of certain automobile brands. This case study shows the use of text mining techniques to understand brand's perception vis-a-vis competition from their opinion, sentiment and reactions. As the amount of online text increases, the demand for text classification to aid the analysis and management of text is increasing. Data acquisition in this case is not costly, information is rich in nature, classification of text can provide this information at low cost, but the classifiers themselves must be built with expensive human effort, or trained from texts which have themselves been manually classified. In this paper, we mention about a procedure of classifying text using the concept of association rule of data mining and correspondence analysis for Brand perception.
Voice of the customer analysis can have significant value for organizations looking to listen to and understand the customer's “voice” (e.g., from surveys, social media, complaints or web chat) to improve operations and help direct strategy. This approach can, ultimately, help improve customer satisfaction, Net Promoter Score (NPS) and loyalty while reducing churn and dormancy, thus increasing revenues. Consumers' Experience about a brand depends upon their expectations and engagement across touch-points of the brand. Assess Customer's Purchase, Usage & Service experience and mindset from social media as emerged touch point helps to understand Brand Imagery.
- The 3i Contact Management Informed-Intelligent-Insightful Led Execution Towards Enhanced Customer Interaction & Experience
Authors
1 Global Business Services IBM, IN
Source
International Journal of Business Analytics and Intelligence, Vol 4, No 2 (2016), Pagination: 5-8Abstract
Effective and efficient way of complaint management is an integral part of enhancing customer experience. Apart from the potential loss of customer and Brand reputation damage, research reveals an average cost of about $250 to $350 per complaint in terms of manpower, infrastructure and compensation.- Quick Ready Steps to Deal in “Data” Forest
Authors
1 Global Business Services IBM, IN
Source
International Journal of Business Analytics and Intelligence, Vol 5, No 2 (2017), Pagination: 3-6Abstract
Every organisation has some degree and magnitude of 'chaotic' culture, especially when it comes to data organisation and data management. Some of them breed chaos and unconsciously operate in chaos. Data management is designed to operate with structure. However, reality has always contained a dose of 'wonderland' as well. Data resettlement is typically the most neglected or forgotten component of any IT project. It is a process of migrating from one system to another, preferably without disrupting or disabling active business processes.- Contextual Customer Support–An Outlook
Authors
1 Big Data & Advanced Analysis BA & Strategy - Global Business Services IBM, IN
Source
International Journal of Business Analytics and Intelligence, Vol 6, No 1 (2018), Pagination: 4-6Abstract
Machine learning and Artificial Intelligence (AI) developments are happening at a prompt speed! Post the soaring usage of AI in customer care and support, the most apparent reason behind why users seek contextual help is – ‘Convenience’. Support teams can conveniently solve their queries without waiting for any assistance or referring to a user manual and different system support while saving on a lot of time. According to a research report, approximately 65% of customers say that valuing their time is the most important thing a company can do to provide good and swift service. However, apart from this, there are many more reasons as to why the users direly want to seek contextual help. Tech giants are investing heavily in both applications and R&D, with an objective to stay ahead of the curve of what many believe to be an inevitable AI-led paradigm shift. At the forefront of this resurgence are the fields of conversational interactions (personal assistants or chatbots) and computer vision and autonomous navigation (in IVR (Interactive Voice Response)), with advancement in hardware, data availability, accessibility, and radical machine learning techniques that have enjoyed tremendous progress within the span of just a few years.- Are You Technology Agnostic? Not Wise to Knot Yourself with a Specific Technology in Rapidly Growing Landscape Clustering
Authors
1 Big Data & Advanced Analysis BA & Strategy, Global Business Services IBM, IN
Source
International Journal of Business Analytics and Intelligence, Vol 6, No 2 (2018), Pagination: 1-1Abstract
Being one of the accomplished data scientists for more than two decades, I have witnessed the evolution of database, statistical computation techniques and super computing power processors. Analytics adoption by enterprises are certainly a good strategy as the evolution of technology always opens newer avenues to extract business value out of their data. While working with various customers at a strategic level to help them understand how to use data and analytics to solve business problems, a suite of technologies is leveraged to unfold the optimized solution.- The Tale of Digital Democratic Journey
Authors
1 Practice Leader, Big Data & Advanced Analysis BA & Strategy, Global Business Services IBM, IN