Keatext

For years, Employee Experience (EX) followed a familiar pattern. Organizations collected feedback through surveys, analyzed engagement scores, and reviewed sentiment trends to understand how employees felt. These systems created visibility, and for a long

For years, Customer Experience (CX) teams were built around a simple idea: understand how customers feel. Dashboards filled with sentiment scores, NPS trends, and keyword clouds became the standard. They gave organizations a sense of control-a way to "tak

The LLM Era Is Changing How HR Teams Analyze FeedbackWe are now firmly in the era of Large Language Models (LLMs). These AI systems have rapidly become accessible to organizations, enabling teams to experiment with powerful text analysis tools.For many Hu

The LLM Era Is Changing How CX Teams Approach AnalyticsToday, it is clear that we have entered the era of Large Language Models (LLMs). These systems have rapidly become accessible to organizations of all sizes, making it easier than ever for teams to exp

The Problem: When AI Learns the Wrong Lessons The Story of Agent Maria: A Real-World Wake-Up Call Imagine you're a senior manager at a customer support company, thrilled with your new AI-powered feedback analysis tool, "SoftContactCenter." It's supposed t

Are you a Zendesk user looking to improve your support center? In this series, I'm sharing some of the insights that we've heard from our conversations with CX professionals using Zendesk. Recently, we've seen a lot of interest in our integration. Keatext

As we wrap up this year, there's one thing that would be hard not to mention - that's genAI, of course. These are exciting times with huge potential for innovation in CX! For our 2024 year in review, we're doing something a little different. Before we loo

Keatext and QuestionPro, two companies leading innovation in the CX space, have partnered to provide conversational analytics to our joint customers. What does that mean for you? Read the press release, or stay here for the details that matter most to you

Over the last couple years, the influence of the product team has grown stronger as businesses depend more and more on product-led growth. Also known as PLG, this strategy positions the product as the main revenue driver instead of marketing and sales. PL