The X Future

Applying to The X Future's use case:

Comprehend & utilize voice of the customer insights for product development and marketing

The X Future

The X Future

Cupertino, CA, USA

http://www.thexfuture.com

Use Case Collaborators

DB

Devanshu Bansal

Cofounder

Champion

db@thexfuture.com

Comprehend & utilize voice of the customer insights for product development and marketing

Published

Last Updated: Thu Oct 20 2022

Industry

Consumer packaged goods

Function

Research and Development

Technologies

Robotic Process Automation
AI (Artificial Intelligence)
Machine learning
Big Data Analytics

Tags

Customer Engagement
Customer Stories
Data Analysis

Problem Statement

With an omnipresent channel of sales and a global footprint, selling multiple SKUs and brands operating in many countries, the company gets thousands of customer reviews which are often repetitive, vague, socio-culture influenced and language influenced. There is a challenge in using this feedback to make the company offerings & marketing more effective for its existing & prospective customers. There is a need to enhance the understanding & utilization of the voice of customers for insight. Extract insightful and meaningful customer comments to use them for product development, product improvement, and marketing. Ability to find and analyze the most unique comments with quality insights even with a smaller sample size. Automate the learning of comments across social media, company website & surveys. The company would like to plan and understand the outlook one year in advance for the next season as well as understand the current market.

Description

Possible Solutions:

Deep NLP solutions that can scan and process the voice of customer insights from different sources like:

  1. Customer reviews on the company’s website, customer service centers and employee surveys as company’s 1st party data 
  2. Public text data on social media about the products/company - Facebook, Twitter, Instagram
  3. Public text data on social media about competitors and the fashion apparel industry 
  4. Public visual data (images and videos that would be translated into text data) on social media like Youtube, Tiktok etc.  

Solutions which will enhance the understanding of customer needs through insight revelation.

Expected benefits from the solution:

  1. Carry out granular analysis of feedback at a product and category level
  2. Facilitate analysis of comments in multiple languages
  3. Conduct data-driven analysis of features and compare those with industry trends
  4. Predict customer needs and desires to develop new products
  5. Adopt data driven agile decision-making culture in the organization 
  6. Respond in a timely manner to disruptive innovations
  7. Understand other fashion apparel companies, new marketing channels and upcoming trends