Seth Grimes
Business 2 Community
Takoma Park, MD, United States
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Past articles by Seth:
Emotional AI in a Digital World
Emotion AI — or emotional AI if you’re my British friend Andy McStay — describes tech that understands and conveys emotion in human and human-machine interactions. The algorithms are well understood — natural language processing, speech analytics, computer vision, and biometrics — but we’re only starting to come to grips with applications and with data, bias, and ethical implications. Emotion AI… → Read More
Emotionally Intelligent Design: An Interview with Design Visionary Pamela Pavliscak
Emotionally intelligent design is design that recognizes and respects human emotion, and it’s especially important in today’s tech-infused world. The… → Read More
For Digital Transformation, You Need Content AI
Better, faster, and cheaper content management is one goal of digital transformation, but the real payoff is in automating routine tasks - including customer interactions. To get there, you need artificial intelligence and to trust that what you've built will do the job reliably and correctly. → Read More
Vision Critical Adds Text Analytics for Customer-Community Insights
I joined Vision Critical on September 13 for this year’s Customer Intelligence Summit in Washington DC, an upbeat conference despite an attendance hit due to the approaching Hurricane Florence. This year’s big news: The release of native text analytics capabilities, designed to extend insights delivered via Sparq, Vision Critical’s customer-communities research platform. Vision Critical text… → Read More
For Conversational Commerce, “Your Bot Needs to Understand Human Personality Better”
The broadcast era is decades dead; today, conversations count – interactive, iterative commerce, driven by personality, opinion, and emotion. Today, the customer journey spans a spectrum of consumer-brand touchpoints, both in person and automated. Can your bot keep up? Mattersight makes call-center products – telephony, routing, and analytical systems. The company has been applying… → Read More
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. “Behavioral economics and psychology show us that much of human decision-making is based in the world of emotion and cognitive bias, not logic,” Peter observes. Businesses desire to make use of this insight, so “We’ve moved down a path to determine how to operationalize… → Read More
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 economics and psy → Read More
Bad, better and best: Comparing NPS surveys from Hilton, Airbnb and 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 recommend → Read More
Affect-Tag, Empatica, Feel and the Next Wristband Frontier
Jawbone, maker of a fitness tracking wristband, has crashed, and rival Fitbit is struggling, with current market valuation one-ninth its July 2015 peak. Fitbit will restructure and pivot, “posi… → Read More
How to Measure Brand Value: A FleishmanHillard View
Brand value is what a brand means to its stakeholders – to consumers, retailers and other partners, and investors. Semiotics come into play – that is, the mechanisms a brand uses to convey identi… → Read More
How Blockchain Remakes the Consumer Trust Equation
You probably know about Bitcoin, the digital currency, and you may know about blockchain, the underlying data technology. If not, you will soon. “Many tech futurists describe blockchain as one… → Read More
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 – that is, th → Read More
Data Frontiers: Subjectivity, Sentiment, and Sense
Seth Grimes explores what distinguishes advanced social insight tech from basic - covering the complexity of language, sentiment, opinion, and emotion. → Read More
Privacy vs. Confidentiality vs. Anonymity: What You Need to Know
Many of us use “privacy” and “confidentiality” interchangeably, yet the two words – and “anonymity” – mean significantly different things. The differences matt… → Read More
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 overbooked flight – AND the airline's spin on the incident illustrates the company's disdain for customer experience. Why did they think they could get away with it? Customer experience (CX) is the set and sum of perceptions formed through interactions with a… → Read More
4 AI startups that analyze customer reviews
Already, as of 2010, a quarter of Americans (24 percent) had posted product reviews or comments online, and 78 percent of internet users had gone online for product research. But those are ancient stats. Numbers are higher now. More recently, BrightLocal found in 2016 that 91 percent of consumers regularly or occasionally read online reviews, with 47 percent taking sentiment of local-business… → Read More
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 research. But those are ancient stats. Numbers are higher now. More recently, BrightLocal found in 2016 that 91% of consumers regularly or occasionally read online reviews, with 47% taking sentiment of local-business reviews — the tonality of a review's text… → Read More
The eight advanced insight elements of social listening
The most interesting and useful insights to be gained via social listening — the best clues to consumer needs, attitudes, and intent — are linked to sentiment. Why? Because emotion drives consumer choice, which makes sentiment an important metric for consumer research, market insight, and customer engagement initiatives. Measure and understand feelings about brands, products, and services —… → Read More
An interview with Pythonista Katharine Jarmul
Using Python, and other tools, for natural language processing, sentiment analysis, and data wrangling. → Read More
10 text, sentiment, and social analytics trends for 2016
Text, sentiment, and social analytics help you tune in, at scale, to the voice of the customer, patient, public, and market. The technologies are currently being applied in an array of industries ranging from healthcare to finance, media, and consumer markets. They distill business insight from online, social, and enterprise data sources. → Read More