Event: CRM Evolution Conference 2014
Presentation: “How Social Data Analytics Can Identify and Resolve Customer Complaints”
Case Studies: Capital One, SallieMae, Ocwen, Experian
Speaker: Steven Ramirez, CEO, Beyond the Arc, Inc.
Date: Tuesday, August 19, 2014, 1:45-2:30 p.m. Eastern Time
Today’s consumers often take to social media to share their experiences with your company—both positive and negative. Critical customer comments can indicate that more serious complaints have been filed with industry regulators, but how can you identify and mitigate customer pain points?
In this session at the CRM Evolution Conference, Steven Ramirez presents an analysis of the Consumer Financial Protection Bureau’s consumer complaint database, and explains how financial services companies such as Capital One, SallieMae, Ocwen, and Experian could have used social data analytics to identify emerging issues and avoid steep regulatory fines.
Join us in New York on August 19 to discover the power of using text analytics to uncover customer complaints in public data sources such as social media, and gain insights for improving your customer experience.