As consumer needs and tastes change, products and services must evolve to stay competitive and relevant in the marketplace. Customer Experience Management enabled by text analytics gives a company the opportunity to create innovative offerings from the start while targeting the precise customer segments and later react to customer feedback on desired improvements and enhancements.

Through customer experience intelligence, companies can quickly react to product-related issues ranging from performance and consumer usage trends to future consumer wants and needs. Findings can be tailored to show:

• Emerging market trends and usage patterns revealed at any point in time from a customer base that can lead to rapid improvements and even new product entries.
• Potential problems or shortfalls with existing products or services, based on customer experiences or expectations, so that immediate product improvements and customer satisfaction can be realized and customer issues reduced.
• Immediate tracking and feedback on the impact of new product offerings, measured in shifting attitudes and behaviors prior to and after a key product milestone, to identify critical issues early in the development lifecycle.