Many years have passed since the advent of Big Data, and the analytics programs that gain insight into that data. Many iterations of analytics technology have evolved over those years. One of the most influential achievements of analytics technology is the ability to accurately measure human behavior, and human emotion. But with analytics of any flavor, it is incumbent on the people using the insights to understand the purpose of the measurements at their fingertips and to take action.

Read on to learn about sentiment analytics as the foundation of AI modeling for understanding customer and agent interactions, and how they influence customer satisfaction, loyalty, and experience. Whether it be agents, products, or processes, every part of the business needs to be aware of highs and lows to remain relevant and competitive. Beyond sentiment analysis, an even more dynamic future awaits through analytics of customer experience quality outside the contact center.