Understanding relationships between employee engagement and customer loyalty

The telecommunications industry in the United States is cutthroat, and even minor spikes or drops in employee and customer engagement can mean the difference between beating your competitors or rapidly losing market share.

The Business Analytics division of a major telecommunications company suspected there was a link between how engaged their employees were and their customers' satisfaction and loyalty levels. However, they needed to look at hard data to see if that hypothesis was true - and if it was, which factors impacted both of those metrics.

The company turned to Luminoso to help process and analyze over 1.325 million anonymous comments from customers and employees that had been collected from five data sources over the course of one year. Download the case study to get more information about:

  • How using artificial intelligence (AI) and natural language understanding (NLU) helped the company automate their analytics process and minimize bias

  • The process that the company's analysts followed to identify key topics and trends across datasets within a matter of minutes

  • How the company was able to use the insights they uncovered to improve their business processes