Text Analytics: The voice of the customer at the speed of business


I’ve written about using text analytics to capture comprehend and act on the voice of the customer on this blog before. Recently, I recorded a short presentation that outlines how text analytics provides insight from all of the customer experience data that you collect, not just review data from social media sites but also internal data such as call logs and surveys.

Natalie Osborn discusses using Text Analytics to discover insights about customers.

If you are attending the Cornell Hospitality Research Summit, I’ll be presenting on the voice of the customer on Tuesday 14 October, 2014 at 1:15pm in Statler 398. If you are not attending, but would like more information on this topic – please download the SAS white paper – “Unleashing the Power of Text Analytics for Hotels”.


About Author

Natalie Osborn

Senior Industry Consultant, Hospitality & Travel Global Practice

Natalie Osborn is the senior industry consultant for SAS Institute’s Hospitality and Travel practice, and an 18+ year veteran of hospitality and hospitality technology solutions development, specializing in revenue management. Prior to joining SAS, Natalie was the director, product marketing for Minneapolis-based IDeaS Revenue Solutions, where she worked from 2000 to 2011.


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