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Zurich: SandSIV AG, a Swiss-based leader in cutting-edge VoC technologies and expert Customer Experience Management (CXM) consulting has announced that it had recently launched a breakthrough solution within the VoC Analytics solution range in collaboration with IMD, a top-ranked Swiss-based business school and global leader in executive education.

VoC Classify is a new product that supports companies with modelling and classification of big data analytics. Whist the classification engine incorporates sophisticated Java-based n-Gram algorithms; the new product is now enhanced by an ultra-friendly interface within a Natural Language Processing (NLP) framework. VoC Classify generates superior customer intelligence at your fingertips.

As early as 2009, IMD began a customer experience drive focusing on Net Promoter Score (NPS) methodology whilst integrating in-house Client Relationship Management/Business Intelligence systems. Within three years IMD captured over eight thousand client surveys from business executives across the globe. Faced with a mountain of complex confidential data, IMD required an innovative solution that would maintain autonomy and remain self-directed along the whole data analysis process. As a result IMD entered collaboration with SandSIV AG to help further its CXM strategy.

The overall goal was to leverage customer insights using SandSIV’s powerful analytic algorithms that efficiently and effortlessly understand IMD’s customer experience.

The initial challenge was to fine-tune SandSIV’s state-of-the-art classification engine based upon IMD’s broad and complex business vocabulary. With customer surveys containing up to 2,000 characters per question, IMD required new skills to train and understand multi-themed surveys to gain accurate ongoing data insight.

The VoC Classify solution will now enable IMD to independently refine and adjust analytic algorithms without supervision, resulting in a very high level of granularity, data accuracy and security. The customer survey classifications will be integrated into existing reporting infrastructure, so that NPS data and VoC insights can be correlated with existing business KPI’s.

Speaking on behalf of SandSIV, Robert Hamilton-Smith (Head of Solution Development) remarked, “We are delighted to work so closely with IMD within a truly dynamic and complementary relationship, whose initial technology challenges helped SandSIV enhance our latest VoC solution.”