SentiSum @SentiSum

SentiSum is an AI-native Voice of Customer (VoC) platform that unifies every customer signal into one source of truth, powered by our Kyo AI Engine. sentisum.com London Joined April 2015

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SentiSum @SentiSum

4 days ago

NPS was never the real answer. It was always a stand-in. A survey gives you a score from the few who replied weeks late. Your calls, tickets & reviews give you why, what it's costing & who owns the fix. 3 real cases with numbers: medium.com/@sentisumcx/np… #CustomerExperience

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SentiSum @SentiSum

5 days ago

75.7% of complaints at one payments company got blamed on engineering. The real cause: agent behavior. Slow replies, no follow-up. Your survey would never have caught this. Your tickets already had it. LINK: medium.com/@sentisumcx/np…

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SentiSum @SentiSum

5 days ago

Survey response rates keep falling into single digits. Most CX teams call that a survey problem. It's an attention problem. 3 companies read their tickets instead of their surveys. One found a 13x call spike caused by a stock page bug. Full breakdown: medium.com/@sentisumcx/np…

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SentiSum @SentiSum

2 weeks ago

Or let us read it with you. Send 4 weeks of conversations. In 48 hours we return what is breaking, what it is costing, and what to fix first. Every case above started this way. Full piece by @sharad82 here 👉 sentisum.com/library/why-np…

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SentiSum @SentiSum

2 weeks ago

Keep your survey. But stop treating it as the centre of gravity. The centre of gravity is the signal your customers are already generating, in volume, whether or not you are listening. Go and read what they are telling you.

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SentiSum @SentiSum

2 weeks ago

Your survey response rate is 7%. The other 93% never went quiet. They call. They ticket. They leave reviews. They complain to your agents every day. You just stopped reading. A thread on why NPS is broken, and what to do about it 👇

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SentiSum @SentiSum

2 weeks ago

Full piece with the iceberg diagram, the drift charts, and the 3 questions we use to help CX leaders make the build vs buy call: sentisum.com/library/claude…

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SentiSum @SentiSum

2 weeks ago

@claudeai is the right tool for a question. A VoC platform is the right tool for a function. The model was never the hard part. The 90% underneath is.

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SentiSum @SentiSum

2 weeks ago

We built our entire VoC platform on @claudeai for a year. Here is the honest verdict on whether you should build customer feedback analysis in Claude Code or buy a platform. A thread.