Member Since: 18th Aug 2011
Seth Grimes is the leading industry analyst covering natural language processing (NLP), text analytics, and sentiment analysis technologies and their business applications. He founded Washington DC based Alta Plana Corporation, an information technology strategy consultancy, in 1997. Seth created and organizes the Emotion AI Conference and CX Emotion. He consults, writes, and speaks on customer insights, text and sentiment analysis, and emotion technologies.
Principal consultant Alta Plana Corporation
9th Mar 2021
NPS survey lessons from Hilton, Airbnb & Travelocity
The Net Promoter Score (NPS) is a go-to customer satisfaction metric. It relies on a simple question, How likely is it you would you...Voice of the Customer
14th Jul 2020
What is deep listening - and how can it keep your customer insights ahead of change?
Is your business really responding to consumer needs and wants, as the customer sees them? Are you truly customer-centric, or is your...Voice of the Customer
27th May 2020
Perceived value is key to customer experience - but can it be measured?
The infamous United passenger ejection happened three years ago, yet it is still talked about - the incident was that bad. Worse, it was...Loyalty
19th Feb 2019
How to use data science to understand customer emotions and decisions
A few sentences jump out at me, from an interview I conducted recently with customer-experience expert Peter Dorrington. "Behavioural...Data
19th Mar 2018
Conversational commerce: Your bot needs to understand human personality better
When contact centre interactions feature similar interaction styles between caller and agent, there is higher satisfaction and better...Ecommerce
13th Jun 2017
How YouTube's brand value is measured: Tips from an analytics expert
Brand value is what a brand means to its stakeholders – to consumers, retailers and other partners, and investors. Semiotics come into play...Data
16th May 2017
Emotion, effort and CX take centre stage at C3
Clarabridge is one of a handful of companies that have revolutionised customer experience management, by providing an enterprise-grade...Voice of the Customer
13th Apr 2017
Six reasons why companies like United think customer experience is irrelevant
This week's United Airlines incident – a seated, paying passenger, bloodied and dragged off a plane for saying no to removal from an...Loyalty
20th Jan 2017
How four AI startups are helping brands exploit customer reviews
By 2010, a quarter of Americans (24%) had posted product reviews or comments online, and 78% of internet users had gone online for product...Voice of the Customer
12th Oct 2016
What is emotion analytics and why is it important?
Interactions, facts and feelings shape our relationships. A truism: It's not what you say, but how you say it. Expressions matter, as do...Data