Emotions drive decisions

Covid-19 has caused significant disruption in peoples’ lives around the world. The changed consumer world meant that consumer facing businesses had to transform their operating ecosystem. Customer interactions and engagements went mostly virtual, forcing reengineering of service design to be able to meet a fast changing situation. Companies had to up their game to serve a customer base that was increasingly getting anxious with the rise of Covid-19 cases and the ensuing challenges it brought to their lives.

We analyzed more than 1,900 data points of customer generated open source unstructured
data created during 2020.

We ran the unstructured text data through our Text AI models to answer the following questions:

  • Which organizations and sectors are doing better than others?
  • What is driving high or low engagement?
  • What should organizations do to improve service experience, loyalty and customer intent?

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