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Responding to the Voice of the Customer: Four Key Use Cases for Text Analytics in Retail & CPG

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Jitin Agarwal

VP, Enterprise Products, EPAM US
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White Paper
  • Retail & Distribution

Today’s retail and consumer-packaged goods (CPG) brands face an incredibly complex sales and marketing landscape, with channels ranging from traditional brick and mortar stores to B2C and even B2B commerce. It’s no secret that trends favor digital sales channels, however, with eCommerce sales accounting for 13% of all retail sales in 2017, up from just 5.1% in 2007.

With more and more consumers turning to eCommerce channels to purchase their consumer-packaged goods, data is being generated at a breakneck speed, and every consumer becomes just another number. With all the numbers figured out, the question becomes, “What does the customer really think about our brand?”

That’s where text analytics comes in. Through the extraction of actionable insights from large swaths of content, text analytics and sentiment analysis platforms can help retail and CPG brands with the following:

  • Enterprise search to unlock organization intelligence
  • Customer sentiment analysis & feedback intelligence
  • Automated product price monitoring
  • Product page quality & content auditing

Download the white paper for a complete breakdown of how a text analytics platform can help your brand respond to the voice of customer more efficiently.

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