Why Text Analytics? What Every Cx Professional Needs To Know

This report from Medallia highlights the rising importance of text analytics as a key capability for customer experience (CX) professionals navigating a digital-first landscape. With an estimated 93 percent of all data expected to be unstructured by 2022, organizations can no longer afford to ignore the value hidden in open-ended feedback, social media, online reviews, and other free-form text sources. Text analytics allows CX teams to uncover customer sentiment, detect issues in real time, and identify new opportunities directly from customer narratives that traditional surveys often miss.

The report also underscores the need for cross-channel consistency and illustrates how digital feedback—especially from Millennials—is reshaping customer engagement strategies. By converting unstructured feedback into quantifiable insights, text analytics enhances executive buy-in through emotionally resonant stories and data-backed recommendations. As a result, it empowers organizations to act swiftly on customer needs and build empathy-driven experiences that improve retention and loyalty.

Download the full report to learn how text analytics can elevate your customer experience strategy and drive measurable impact.