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Melanie Malherbe is the Managing Director of BrandsEye (www.brandseye.com) and leads the company’s international client services division.
Having held a number of leadership roles in the technology and data sectors, Mel brings together her knowledge of tech and business to help large corporates better understand the CX landscape of their business within the social media landscape.
BrandsEye uses a proprietary mix of search algorithms, crowd-sourcing and machine learning to mine online conversation for sentiment and the topics driving that sentiment. Through this unique approach, we help organisations bridge the gap that exists between themselves and the expectations of their customers. With this data companies can in near real-time react to customer needs and make improvements on the channels with which customers engage.
To demonstrate the predictive value of sentiment data in a political context, BrandsEye accurately predicted the outcomes of the 2016 Brexit Referendum and US Presidential Elections.
Bridging the expectation gap through unstructured data
Question – How can companies structure complex unstructured data in order to better understand the customer journey?
Overview - In order to really understand the customer journey and to attempt to close the ever-widening expectation gap, companies need to find more powerful ways to structure and analyse their data. This is especially true for social media data, which until now has proved almost impossible to accurately mine, let alone to extract a genuine return on investment. By integrating artificial with human intelligence, organisations are now able to accurately structure data at scale for sentiment and topics, allowing them to make strategic customer experience interventions.
Melanie will be speaking at:CEW LONDON