C A S E S T U D Y

Lexalytics, Inc., 48 North Pleasant St. Unit 301, Amherst MA 01002 USA | 1-800-377-8036 | www.lexalytics.com | | 1

B A C K G R O U N D Among Australia’s largest Customer Experience Management (CXM) platforms, Resonate Solutions has been pioneering the CX space in that country since the late aughts. Resonate helps medium-to-large enterprises across multiple industries — from financial services to retail and healthcare — understand its customers better and empower their teams by specializing in Voice of the Customer (VoC), Net Promoter Score (NPS), Employee Engagement and by driving customer centricity.

C H A L L E N G E When Resonate created its CEM platform in 2009, it primarily relied on traditional surveys involving customer interviews with basic analytics run on the back end. As Resonate’s platform grew to include more than a hundred different data streams, and as social media became critical in under- standing the customer journey, the company needed to go beyond providing a basic Net Promoter Score... it needed to find a way to manage the deluge of unstructured text data and leverage it to help its customers build more customer-centric businesses.

Resonate needed to reliably mine all of the incoming text and understand what customers were talking about without reading every piece of content, and not just a few thousand documents in English. One of Resonate’s global customers

had a project that required it to process almost a million

Resonate Solutions Builds Leading Australian CEM Platform with Help from Lexalytics

Figure 1 | Resonate's dashboards draw on Lexalytics NLP features, including theme analysis

COMPANY: Resonate Solutions

FOUNDED: 2001

EMPLOYEES: 11-50

INDUSTRY: Consumer Experience Management

MISSION: Deeply understand your customer experience. Empower your employees. Scale insights and grow your business.

WEBSITE: www.resonatesolutions.com.au

«Under critical time pressures, we were able to get Lexalytics up and running very quickly... From support and documentation, to quality and

accuracy of the output, Lexalytics has been great and has really helped

us — and our customers — grow our business.»

— Madhuri Alse Solutions Consultant, Resonate Solutions

C A S E S T U D Y©

2019 Lexalytics, Inc. | Resonate Case Study v3

Lexalytics, Inc., 48 North Pleasant St. Unit 301, Amherst MA 01002 USA | 1-800-377-8036 | www.lexalytics.com | | 2

documents in a dozen languages... and fast. Text analytics and natural language processing were the obvious answer for the team, but the question was, “Do we build, or do we buy?” Realizing that the engineering team was already stretched with building out some of Australia’s leading CEM technologies, Resonate searched for the best fit for its needs. After researching products from IBM, Microsoft and Amazon, it found the partner that resonated best with them — Lexalytics.

S O L U T I O N In 2016 under intense time pressure, Resonate was able to integrate the Lexalytics Semantria API into its platform in under a month. In less than 30 days, Resonate was able to elevate its platform to keep track of customer metrics and compare different segments in its leaderboards; use automated ML and AI to surface the most significant issues without manual analysis; automatically understand customers’ emotions, intent and sentiment; and combine CX metrics with text analytics to understand the “what” and “why” to increase metrics. And with Lexalytics it was able to do all of that in languages as varied as English, Portuguese, and Russian.

R E S U L T S Resonate has grown to be one of Australia’s largest CEM providers. It helps its customers achieve less churn, decrease their growth in spend, and increase their customer base and revenues.

More specifically, with Lexalytics, Resonate is able to pinpoint specific issues it wouldn’t otherwise be able to. For example, one of Resonate’s largest retail customers realized it was consistently getting lower scores from a couple of its stores. When it did a deep dive and looked at what customers in these stores were saying, two different themes surfaced. Customers pointed to unfriendly, but otherwise experienced and knowledgeable team members. In others, customers were happy with the friendliness of the team, but the product knowledge was lacking. The customer’s key takeaway? Having a good mix of customer service and product knowledge is where to target to move the scores higher.

Resonate Solutions + Lexalytics S U M M A R Y

Goals Quickly integrate a scalable, multilingual and multi-functional text and sentiment analysis solution to help achieve less churn, decrease growth in spend, and increase customer satisfaction and revenues

Challenges • Extremely aggressive timeframe

• Integrate with nearly 100 data streams for immediate insights

• Process up to 5 million documents per month in nearly a dozen languages and across a variety of disparate industries

Solution • Integrate Semantria API with

Resonate’s stellar CEM platform

• Enable multiple language and industry packs

Results One of Australia’s most scalable and feature-rich customer CXM platforms. Less churn, decreased growth in spend, and increase in customer satisfaction and revenues