According to Gartner, 81 percent of businesses compete primarily on customer experience. Whether it is the chatbot giving ridiculously generic answers, the customer service agent asking for every detail already provided to the voice assist system, or the feedback provided about technical issues or product enhancements that falls into a black hole of data … customers have no patience for customer experience blunders. It isn't that brands don't want to provide a great customer experience; it's an inability to manage, and quickly react to, the surge of customer feedback that presents the core challenge. Companies are realizing that customer feedback can't be limited to surveys. Customer feedback analysis is still overwhelmingly manual, which means most companies can't keep up.

Andy Betts is a chief marketer, consultant and digital hybrid with more than 25 years of experience in digital and marketing technology--working across London, Europe, New York, and San Francisco. He works as a global executive adviser and consultant for start-ups, agencies, and many Fortune 500 companies. He spends considerable time working in marketing technology communities on strategic marketing initiatives, influence and public relations projects.