Chapter 3. A Blueprint for Making Sense of Feedback
Being smart, in business or otherwise, depends on acquiring and learning from feedback. For example, after deploying a new service, a business can start to understand why the service is or is not generating revenue by analyzing feedback from users and the recipients of marketing campaigns. One could also discover the overall sentiment of an idea such as "self-driving cars" in order to plan engagement with a new or emerging market. But no one has time to find, read, and summarize hundreds to millions of comments, tweets, articles, emails, and more. If done on a large scale, intelligent automation is required.
The first step in making sense of feedback is acquiring the feedback. Unlike previous generations' ...
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