Getting Started with Sentiment Analysis Part III

In the first two posts of our series on sentiment analysis, we discussed, how to use sentiment analysis to get value from service and how to get a competitive advantage. Let’s spend some time talking about how sentiment analysis works on a functional level. For simplicity sake, we will assume that a model has been constructed that is sensitive to banking terminology.…

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How to Get a Leg Up on the Competition Using Sentiment Analysis Part II

If you ask any banker what makes their bank better in the eyes of customers than the competition, the response will be better service. But, what does better mean? Does better mean faster? How about customer delight? Research has shown that these assumptions no longer hold.  Staying on top, especially in banking, requires a concentration on the “emotional side of interactions”.…

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Is Sentiment Analysis the New Customer Insights Gold Mine in Banking? Part I

A common question asked by banking executives in the highly competitive commercial banking marketplace is, “Are we doing a good job serving our customers?”  This can be analyzed in two ways: “Are we doing better or worse than before?”  In other words, how do we stack up in comparison to our past customer experience and service? …

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