Understanding “the Why” Behind NPS Metrics Moves | Interview with Ben Hookway, Relative Insight
In episode 23 of Brilliant’s AI for UX video series dedicated to emerging AI tools for UX research, we interviewed Ben Hookway, CEO at Relative Insight. Ben shares a comparative linguistics approach that delivers clear, evidence-based metrics that support decision-making by analyzing open-ended NPS responses.
“Stakeholders don’t want a word cloud. They want clear, evidence-based metrics that support decision-making. Our tool compares language to highlight differences, getting to the core of what’s truly important.”
Relative Insight is a text analytics platform designed to analyze and compare language data at scale, turning open-ended feedback into clear, evidence-based insights that drive strategic actions
Key topics and takeaways from this AI 4 UX conversation include Ben’s perspective on:
Understanding Why Metrics Move: Relative Insight’s focus on understanding the “why” behind key metrics and changes in customer experience.
Comparative Linguistics for Deeper Insights: Analyzing user feedback at scale and helping businesses identify key differences in customer feedback pre- and post-product changes.
AI for Report Generation: The value in using generative AI to automate report writing, which accelerates the storytelling process while ensuring consistency in metrics.
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“AI 4 UX” is a space to consider the future of user experience (UX) research with artificial intelligence (AI), brought to you by Brilliant. Join us as we interview leaders and founders of some of the most popular AI tools for UX research. Learn more about Brilliant’s AI 4 UX series.
