MaritzCX Upgrades Emotion Analytics

In Australia and New Zealand, customer experience management software and solutions firm MaritzCX has added 'significantly' enhanced natural language processing (NLP) text analytics emotion capabilities to its CX software platform.

The firm - which was formed in 2014 when Maritz acquired customer and employee feedback software provider Allegiance and combined it with Maritz Research - offers a combination of customer experience consulting, marketing science and research, along with CX software and programme services. It now claims to be the first customer experience software platform in Australia and New Zealand to offer integrated NLP text analytics with emotions across the entire customer journey.

The addition of 'Text Analytics Emotion' enables the platform to determine a range of emotions including anger, anxiety, displeasure, excitement, surprise and delight. The solution collects verbatim customer feedback from 'virtually any source' (eg. e-mail, social media, web, instore, app, mobile, call centre), and converts it to helps users understand a customer's emotions during their interaction with a brand.

APAC MD David Blakers (pictured) comments: 'Emotional connections are formed by meeting both the emotional and functional needs of the customer, so the more a brand can discover about the emotional responses of its customers at different points of the journey, the more they are able to optimise their customer experience. Our expanded Text Analytics Emotion capabilities provide an Australian and New Zealand first for clients by enabling them to deep dive into the detailed emotions of customers at each stage of the customer journey'.

Web site: www.maritzcx.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.