Clarabridge, a provider of customer experience management (CEM) solutions, recently announced that Gaylord Entertainment Company, one of the world’s leading hospitality and event planning companies, has deployed Clarabridge’s Content Mining Service. With Clarabridge’s text analytics capability delivered via the Internet on a hosted, software-as-a-service (SaaS) basis, Gaylord is gathering rich customer insights from an increasing variety of critical listening posts across the business, enabling the company to better serve hotel guests and support meeting planners.

“From our initial look at Clarabridge, we immediately understood the impact this solution could have across our resorts,” said Tony Bodoh, Manager of operations analysis for Gaylord Entertainment Company. “We have a whiteboard full of ideas of how to use text analytics, and any one of them could make or save the company significant dollars. The real-time, easy-to-comprehend customer intelligence dashboards that Clarabridge provides enable us to improve operations in a variety of ways and position us for ongoing, long-term growth.”

Gaylord is using Clarabridge’s text analytics solution to gather and analyze customer feedback from surveys, e-mail, chat messaging, staffed call centers, and online forums associated with guests’ and meeting planners’ experience at the company’s purpose-built convention resorts.

This BeyeNETWORK news item contains information from a recent press release by the company mentioned.