Gathering & Managing Sentiment

The Gathering and Managing Sentiment masterclass from the XLA Institute has been built to help organizations understand the Arts and Sciences behind gathering sentiment from users and/or customers. Delegates will learn:

• What is the difference between emotions, feelings and sentiment
• Why understanding sentiment is essential when measuring experience
• Different ways to gather sentiment beyond just surveys
• Survey tool choices
• Survey management (best practice in survey management)
• Sampling and Statistics
• How to read, understand and action sentiment
• Closing feedback loops

This class will help delegates understand the best ways to gather and manage sentiment from their customers/employees and how to translate this into actionable insights to improve experience. This is a hands-on class with practical examples of how to perform sentiment gathering workshops and surveys and how to read and translate the findings.