Transformation Heroes #12 - Customer Sentiment Analysis: Definition, Application and Future Trends 🇬🇧

Sentiment Analysis: Past, Present & What Comes Next

Why emotion is the missing link in your CX strategy

Sentiment analysis isn’t new — but it’s never been more critical.

In this episode, we unpack the evolution of sentiment analysis and explore its growing role in modern CX programs. From outdated models like BERT to the rise of large language models (LLMs), the conversation explains how AI is helping companies go beyond metrics like NPS or CSAT — and tap directly into the emotional pulse of their customers.

The discussion also explores:

• Why too many emotion categories reduce clarity, not improve it
• How to make sentiment analysis actionable by linking it to business context
• Why precision matters more than speed when dealing with AI-generated insights
• The future of multimodal sentiment analysis (text, voice, video)
• How to treat data ethically while staying ahead of regulation

Whether you’re a CX lead or just curious about how AI reshapes customer understanding, this episode will help you rethink how you listen — and what you do with what you hear.

Don’t just measure satisfaction. Understand how your customers feel — and why it matters.
This episode shows you how.