Expert Available: Resolving Customer Complaints with Text Analytics

SAN FRANCISCO - March 31, 2015 - PRLog -- What: With the increasing popularity of digital channels, such as Facebook and Twitter, social media has morphed into a sounding board for consumers to broadcast positive and negative experiences with businesses. While positive responses often capture the most attention from organizations, businesses can gain unheard of insight into emerging customer issues before they become full-fledged complaints through the use of text analytics.

Who: In conjunction with this year’s Text Analytics World San Francisco event, Brandon Purcell, Data Science Team Lead for Beyond the Arc, will lead the session, “What Doesn’t Kill You Makes You Stronger: Resolving Customer Complaints with Text Analytics.” Based on his analysis of the CFPB’s Consumer Complaint Database, Purcell will share first-hand experiences with complaint management and shed light on best practices for leveraging text analytics to successfully resolve emerging customer issues.

In addition to his session around customer complaints, Purcell will also serve as expert moderator for a second session as part of Predictive Analytics World San Francisco titled, “Converting Deep Dive Analytics to Structured Cadence for Optimizing Logistics Priorities.” This session, led by Ron Jayaraman, demand chain & logistics programs and financial manager for 7-Eleven, will showcase tools and techniques that have been developed to improve the supply chain function of 7-Eleven using data-driven analytics.

Where: Text Analytics World San Francisco
         San Francisco Marriot Marquis
         55 Fourth Street
         San Francisco, Calif. 94103

When: Weds., April 1, 2015
         2:05 p.m. – 2:35 p.m. PT

Contact: To schedule an interview or request written articles from Purcell, contact: David Jones at 678-781-7238 or Stephen Sprayberry at 678-781-7207

About Beyond the Arc

San Francisco Bay Area-based Beyond the Arc partners with clients that seek to differentiate themselves by improving customer experience or deploying data science and analytics. The company’s social media data mining helps clients improve their customer experience across products, channels and touch points. As a result of Beyond the Arc’s valued expertise and superior results, the company has been included in several top industry reports and rankings from Forrester Research, CIO Review’s Big 100 and Sourcing Line’s “Market Leaders” Quadrant. For more information about Beyond the Arc and its solutions, visit www.beyondthearc.com or call 1-877-676-3743. Insights on social media, financial services and more are shared on their blog (http://beyondthearc.com/blog), or follow them on Twitter at @beyondthearc (https://twitter.com/beyondthearc).

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