Transformation Heroes #4 - Understand the Technology Behind Text Analysis (NLP) in CX 🇬🇧

NLP, Embeddings, and RAG: What You Really Need to Know

Understanding the tech shaping the future of customer experience

Text feedback is everywhere — surveys, reviews, tickets, emails — but most teams are still just scratching the surface of what it can reveal. In this episode, we unpack the core technologies powering modern feedback analysis, from NLP to vector embeddings and retrieval-augmented generation (RAG).

The discussion dives into what makes these technologies game-changing — not just from a technical standpoint, but for how CX teams operate every day. What does it really mean to analyze thousands of customer comments in seconds? Why do some tools "get" your tone and context while others miss the mark? And how can you scale your feedback program without building a full data science team?

You'll also learn why training your own model isn’t always the smartest move, and how newer approaches let you plug your company’s data into powerful AI without the headaches of fine-tuning. With clear examples and plain-language breakdowns, this episode makes sense of terms like embeddings, LLMs, NLU, and more — and puts them in context for CX leaders who need results, not just theory.

If you want to understand what’s under the hood of the next generation of customer intelligence platforms — this one’s essential.
No buzzwords, just clarity. Tune in.