sethgrimes

Member Since: 18th Aug 2011

Bio

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.

Seth Grimes

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

NPS survey lessons from Hilton, Airbnb & Travelocity

What is deep listening - and how can it keep your customer insights ahead of change?

Perceived value is key to customer experience - but can it be measured?

How to use data science to understand customer emotions and decisions

Conversational commerce: Your bot needs to understand human personality better

How YouTube's brand value is measured: Tips from an analytics expert

Emotion, effort and CX take centre stage at C3

Six reasons why companies like United think customer experience is irrelevant

How four AI startups are helping brands exploit customer reviews

What is emotion analytics and why is it important?

Large firms see CX as marketing's responsibility

How to convince leaders to ditch NPS in service

Pride, performative allyship and women in CX

Latest resources