In their own words: Why open-ended feedback matters and how to manage it

Room 1 | 9:00 am - 9:30 am | Wednesday, March 27, 2024

Annually, Expedia Group’s traveler feedback system receives millions of unstructured feedback data from customers through surveys, reviews, chats (and more) that need to be transformed before they become actionable insights. Victoria will share best practices and what she has learned about organizing, structuring and reporting customers’ open-ended feedback via change management, governance and process implementation.

Key Takeaways:

1. How to select the right text analytics tool and what criteria to use.
2. How to set up NLP models to ensure least effort but most useful outcome.
3. How to integrate AI solutions when analyzing unstructured feedback.

Case Study Consumers Presentation by End-Client