Getting to “why”: How PODS uses text analytics to improve customer experience

Room 1 | 9:40 am - 10:10 am | Tuesday, October 11, 2022

PODS is the pioneer and leader in portable storage and was recently recognized as the no. 1 moving and storage company of 2022 by move.org. Core to its success in this ultra-competitive market is their relentless focus on customer experience and customer feedback. With tens of thousands of customer comments annually from post-experience surveys, call center interactions and digital touch points, PODS needed a way to extract meaningful, actionable insights from open-ended questions at scale.

Using Canvs AI, PODS is able to quickly analyze open-ended responses to understand the “why” behind their customer feedback scores and develop meaningful next steps. In this presentation, PODS Customer Experience Analyst, Logan Fern, will outline their approach to customer feedback and how PODS generates core, actionable insights by analyzing open-ended text.

Key takeaways:

1. How PODS incorporates voice of the customer across the customer journey.
2. How PODS uses AI-powered text analytics to generate critical insights from open-ended text.
3. How actionable insights from VoC are incorporated back into the business processes.

Topics covered:

Case Study Joint Presentation