Abstract:

The world creates 2.8 quintillion bytes of data per day from unstructured data sources like consumer complaints and feedback, text, messages, email and documents, survey and social media posts. Gartner defines unstructured data as content that does not conform to a specific, pre-defined data model. It tends to be the human-generated and people-oriented content that does not fit neatly into database tables. Unstructured data collected as part of a customer experience program helps companies understand the "why" behind customer likes or dislikes. Today's challenge is to pull in data from the unstructured world and mix it with internal data stores to gain fresh perspectives. In the new world of data analysis, questions are evolving and changing over time and as such organisation needs to be able to collect, store and analyse data without being constrained by resources. The goal is to turn data into information and information into actionable insight. Join us to learn how we use text analytics in the customer experience sector to structure the unstructured data.