In order to achieve accuracy of understanding customer’s experience the company executives have to come up with varied surveys and several tricky questions. We can gain a more empathetic experience of customers experience with the appropriate amalgamation of observations, sensors, data and designs. Being aware of the users experience is very critical for the technology design.
There are certain emotions which cannot be explained by words. Sensors can pick up these stress signals, combine them with the available textual data and thus identify the emotional triggers of a customer’s experience.
The comprehensive data on the experience of the user can be gathered by observing the way user interacts with the product or application. It exactly determines how the design is performing and whether it needs improvement or not.
Read more at: http://www.informationweek.com/it-life/can-data-teach-us-empathy/a/d-id/1321022?

A computer technology company wanted an automatic solution to classify customer problems and complaints that were posted on the company's Tech Forums as well as agent transcripts associated with customer calls that were stored in databases. It wanted a "text mining and codification engine" to which Natural Language Processing could be applied to categorize conversations automatically and thus aid Microsoft in analyzing text data objectively and quantitatively. The solution provided had four major milestones: Data Access, Data Loading, Classification Design, Development Accuracy, and Validation Accuracy. The text mining framework provided was able to categorize the texts automatically into five stages of classification. Thus with the assurance of accurate results, the company was able to take quick informed decisions based on customer feedback. Read more at: http://analyticsindiamag.com/advanced-text-mining-by-extracting-insights-from-various-forums-helps-in-addressing-and-analyzing-customer-feedback/