If you're keeping up with the latest trends in customer experience
measurement, then I'm sure you've heard that identifying and
tracking your customers' emotions is important - vital, even.
As I have mentioned in a previous blog post and webinar, I am
a big fan of the interplay between sports and scientific analysis.
I am also a life-long fan of the Denver Broncos. So, it is no
Many of our clients use surveys to help them understand part of
their customers' experiences. Typically, these surveys include
sections that ask about different functional areas within the
The graphic above has been called the best statistical graphic ever
drawn. It is Charles Minard's infographic of Napoleon's failed
invasion of Russia in 1812-1813. It is ultimately a map overlaid
Text analytics certainly has left me scratching my head a few
times. Aside from figuring out what it even is, learning how to
work with it took excessive time, patience, and - let's be honest