AI-powered Topic Detection built for CX Operations

Customer comments are gold. But as anyone managing CX today knows, that gold is buried under mountains of text — open-ended feedback from surveys, public reviews, social media, even support interactions like call transcripts. Teams try to tag and bucket insights manually, but it’s slow, inconsistent, and almost impossible to scale.

That’s where e-satisfaction’s ATD capability comes in, a technology we’ve build and have been developing over 2years and now are infusing in our platform

✨ What Is ATD?

Automatic Topic Detection (ATD) is our AI-powered topic detection engine that reads open-ended customer feedback and automatically classifies each comment into business-relevant topics, organized in a clear 3-level hierarchy:

Experience Domains is the 1st level representing high-level areas of the customer journey or experience focus. E.g. –
Focus Areas & sub-domains is the 2nd level representing the Specific dimensions or sub-domains within each experience category. E.g Delivery Service, Staff Behavior, Staff Quality, Product Availability, Delivery service & options.
Finally, Operational Customer Signals is the 3rd and most granular level representing the detailed, operational-level topics that represent the actual voice of the customer. e.g., Payment Methods, Refund Delays, Staff knowledge, Stock Issues, Quality of delivery service.

Each piece of feedback can be assigned to one or more topics based on content — whether it’s collected via a survey, imported from review, or pulled from historical data. The result? Structured, ready-to-use insights that reflect your business operations.

While the ATD model is technically built on a 3-level topic hierarchy, our product will offer it in 2 tiers:

Tier 1 (Experience Domain Topics): Strategic domain-level tagging (equivalent to Level 1) — included in all plans.
Tier 2 (Advanced Operational Topics) offering the tags in Focus Areas and Operational signals (Levels 2 & 3) — available as an add-on or in premium plans.

🤖 Why It Matters Now

The volume of unstructured feedback is exploding. Yet most CX and operations teams don’t have the time or tools to process it at scale — let alone connect it to KPIs like NPS, CSAT, or cost-to-serve. With e-satisfaction’s ATD capability:

Your team eliminates manual tagging and gains back hours every week
You gain instant view into aggregated topics that customers are talking about the most
Your reports transform from simple data charts to insights that guide/ prioritize actions based on real, recurring issues — not hunches

How It Works

ATD turns your scattered feedback into structured CX insights — in four clear steps:

1. Connect Your Feedback Sources

Start by gathering and syncing all qualitative feedback into the e-satisfaction platform.This includes: Survey responses (from e-satisfaction or other tools), Google and public reviews, Social channel comments, even support interactions or call transcripts.

2. AI Engine Analyzes Every Comment

Once your data is in, e-satisfaction’s AI engine goes to work. It reads and parses each comment using appropropriate industry-tuned models powered by a business-aligned taxonomy.

3. Each Comment Is Tagged with Structured Topics

Based on its analysis, the AI assigns every relevant topic tags (not just one) to each comment — instantly, ensuring assignment across tier. This gives every piece of feedback consistent, scalable structure.

4. Insight Flows into Prebuilt CX Reports

The AI-generated tags automatically populate in e-satisfaction’s CX Insights Portal for all relevant Text Analytics reports. This way customers can see the raw table showing which topic tags have been assigned to each comment, explore charts featuring most frequent topics, topic breakdowns by NPS score, as well sa dive deeper using Impact Score Analysis highlighting which topics affect metrics like NPS.

🎯 What Makes It Different?

Most topic models are vague. They produce tags that lack structured naming, structure/ taxonomy and can be inconsistent in how they treat similar comments. Worse, producing labels that are too broad to act on.

e-satisfaction’s ATD is different. It’s built for clarity, consistency, and operational value – action!

Purpose-built taxonomy
Instead of relying on machine-learned guesses, e-satisfaction models apply a curated set of topics based on over 4 years of real feedback analysis — including hundreds of thousands of omnichannel survey responses across industries.
This means each out-of-the-box (OOTB) topic has been hand-picked to be business-aligned and grounded in reality — from strategic areas of experience domains to the operational signals
Industry-tuned models
Whether you’re in retail, banking, automotive, or service, e-satisfaction AI engine uses models adapted to the verticals / domains organizations operate in— ensuring the topics it identifies actually make sense for how your business runs. For example, ‘Service’ means something different in retail vs. automotive— and our AI understands that.
Multi-level structure
Comments aren’t labeled with just one broad tag. Instead, each piece of feedback can be mapped across two tiers, giving customer the right ballance between strategic view and operational signals in granular way. This structure gives customers the flexibility to start simple and scale deep when ready.
High-volume, high-accuracy
ATD handles thousands of comments per day – no setup, no training, and no tagging rules required. Whatever feedback source (channel or type) connect it to e-satisfaction and watch structured insight emerge with a consistent level of quality and structure.
Ready for insight activation
Topic tags are automatically integrated into prebuilt dashboards inside the CX Insights Portal, so you can instantly explore trends, segment by performance, and discover what’s driving your NPS or CSAT — without waiting on analysts or building manual reports. Soon enough, our product team we will be offering Topic Alerts, a new actionability feature, that would flag spikes on critical themes, helping you act near real-time and in the moment something is changing.

💡 Who Benefits

This isn’t just AI for show. It’s AI that speaks your business language — and gives your teams the structure they need to act.

CX Teams: No more manual work. Spot drivers of satisfaction, pain, and churn in one view
Data Analysts: Plug structured topics into dashboards, reports, and alerts
Executives: See trends across stores, teams, or regions — and act on systemic insights

🚀 Ready to Use Today

Automatic Topic Detection is already in production and available to activate. You can activate and leverage ATD in real-time or retroactively — meaning you can unlock insights from new feedback or your entire archive.

If you’re a current customer: Contact your Account Manager or Customer Success to get started or request a walkthrough.
If you just began exploring e-satisfaction: Book a Demo and see how ATD can scale your feedback operations

Book a demo

e-satisfaction Topic analysis report leveraging ATD in CX Insights portal

Got Questions?

You can reach us via our Support Portal for assistance .

BigQuery is Here: What It Means for Your Data & the Retirement of MS SQL

At e-satisfaction, we’re constantly evolving to provide the best solutions for our customers. As part of our vision to become the center of your data and bring all your Voice of the Customer into our platform helping you create custom reports that meet your unique needs, we’re embracing BigQuery, a best-in-class data warehouse solution. This shift will allow us to focus on what matters most—delivering the best insights and services to our customers.

As we move forward with these integrated data solutions, we’re streamlining how we handle “Data Out Integrations,” enabling our customers to easily export and sync data to their own systems—whether it’s a data lake or database.

To achieve this, we are gradually phasing out and decommissioning any self-hosted MS SQL server previously offered to clients. MS SQL has proven to serve clients so far, yet given it doesn’t align with our vision yet given it is a self-hosted solution it has limitations with respect scalability and flexibility, while requiring heavy maintenance, slowing down innovation. It requires heavy maintenance, slowing down innovation. In contrast, BigQuery is cloud-native, built for speed, scalability, and seamless integration, enabling faster, more insightful data processing. This shift ensures we stay at the forefront of technology, providing our customers with the cutting-edge solutions they need.

Why Are We Making This Change?

By transitioning to BigQuery, we’re making a strategic move toward a more integrated and future-ready data environment. BigQuery is a best-in-class, scalable data warehouse solution that offers faster processing, better integration with BI tools, and enhanced analytics capabilities—ensuring that we can continue to provide the best insights and services. This shift enables us to:

✅ Embrace next-generation technology – Strengthening our infrastructure with advanced, scalable, and high-performance data solutions.
✅ Improve data speed, scalability, and flexibility – Managing and analyzing data becomes faster and more adaptable to your needs.
✅ Enhance analytics and reporting capabilities – Access deeper insights with a more seamless and powerful data experience.
✅ Ensure e-satisfaction remains the central hub for your VoC data – Bringing everything together for a more cohesive and integrated data ecosystem.

This way, we continue evolving to serve you better with cutting-edge solutions.

What Does This Mean for You?

This change impacts you differently based on whether you use MS SQL or not .

How Do I Know If I Am Using MS SQL?

If you’re unsure whether you’re using MS SQL, don’t worry—chances are, you’d already know. If you were using it, you’d likely be in close contact with your IT or Dev teams, as they manage and maintain the setup. But if you’re still unsure, reach out to them for confirmation!

If You Don’t Use MS SQL

Since you are not using MS SQL this change will not impact on your existing setup—everything remains the same.

However, if you’re looking to optimize how you extract and analyze data, now is a great time to explore our Data Out capabilities with BigQuery. BigQuery offers faster data processing, greater scalability to handle large datasets, and seamless integration with your Business Intelligence tools, making data analysis quicker, easier, and more insightful.

If You Use MS SQL

As we move toward a more integrated data environment, there are key changes to the way we manage data. Starting in January 2026, we will no longer support our self-hosted MS SQL database for data reception from e-satisfaction. While this shift brings exciting improvements, it’s important to understand how it affects your data access. Although your MS SQL database will no longer receive new data, rest assured that no data will be lost. Your historical data will still be accessible, but it will only be available through BigQuery moving forward.

MS SQL Servers will gradually fade away as 2025 progresses, which will give us plenty of time to help you with the integrations that you need. In more detail:

January 2025 – Full Automation: As part of establishing BigQuery at the center of VoC data and improving Data Out integrations, we have instituted full automation of data flows to MS SQL Servers, eliminating any will be part of our full data flow automation and will require no manual work for updates to be updated. This is part of our bigger Data Out Integrations initiative which will be fully automated to help you migrate to any database / data lake you desire.
May 2025 – MS SQL support ends: May 31st, will be the last day we will support requests for updating MSSQL tables manually. After that date, we will no longer be able to perform any manually update to custom tables on MS SQL Servers. Given BigQuery, any data updates will run automatically, updating Automated data will still be updated on the servers on a daily basis.
December 2025 – MS SQL Server is officially decommissioned: By the end of December 2025, MS SQL Server will be fully decommissioned and put to sleep. There will be no going back from this moment onward.
January 2026 – Data will only be accessible via BigQuery: Client VoC Data will be available only via BigQuery.

Transitioning away from MS SQL to BigQuery.

As we move away from supporting MS SQL and fully transition to BigQuery, customers should consider the following factors to ensure continued access to their data and minimize disruptions to their workflows:

Data Storage & Access: Transitioning to BigQuery means adjusting how you pull and access your data. If you use BI tools or manage your data elsewhere, you’ll need to update your configurations to pull data from BigQuery instead of MS SQL. Planning this transition early will ensure you avoid any gaps in your data access.

Historical Data Availability: If you have historical data older than 2018, it’s important to extract it from MS SQL before the full decommissioning. Failure to do so may result in permanent data loss, especially since our retention policy limits availability to the past 5 years.

Data Exports & Integrations: After the May 2025 deadline, all data extraction will need to be done via BigQuery. This means reconfiguring your data pipelines to integrate with BigQuery instead of relying on MS SQL. Customers should review their plan and subscription license with respect to applicable export limitations or included integrations and make any necessary adjustments to ensure smooth data exports. Upon transitioning to BigQuery, clients will be able to export data collected during the subscription period and per their plan. If data older than 2 years must be exported, it may require making commercial arrangement with account managers.

BI & Reporting Tools: If you use Power BI, Tableau, or other BI tools, you’ll need to update the data sources to connect with BigQuery. Be mindful of schema changes that may impact how your data is presented in your reports, and plan your updates accordingly.

Custom Queries & Views: Any custom queries previously run on MS SQL will need to be adapted to BigQuery’s syntax. This may require some changes in your queries to ensure they work with the new schema, so plan ahead to avoid delays.

Automation & Workflows: If you have automated workflows that rely on MS SQL, you will need to reconfigure them to interact with BigQuery. Updating any scripts or scheduled jobs will be essential to maintaining the automation and smooth operation of your processes.

For a smooth transition and avoid disruptions, it’s important to begin planning now. Depending on your current usage and dependencies, some actions may require more time, so take the necessary steps well in advance of the January 2026 deadline.

What You Need to Do

We recommend planning your transition between May 2025 and December 2025 to ensure a smooth shift. Here’s what you need to do:

✔ Consult Your IT Team:
If you’re unsure whether you’re using MS SQL, your IT or development team can help confirm this.

✔ Extract Your Data:
If you need historical records older than 2018, back them up before the transition to ensure no data is lost. If you need data that is either a) older than 12-months but within 5 year retention, or b) part of previous subscription periods, you may need additional plan privileges to extract from BigQuery

✔ Adapt Your Integrations:
If you use visualization tools connected to MS SQL, update them to work with BigQuery’s schema to maintain seamless integration and functionality.

✔ Set Up Your Own Database (if needed):
If you need to maintain a separate database, you will need to set up your own database in your environment after the transition.

Got Questions?

You can reach us via our Support Portal for assistance .

A Smarter Way to Get Support: Meet Our New Portal & Improved Process

We know that when you need support, you need it fast, clear, and hassle-free. Whether you’re troubleshooting a technical issue, reporting a bug, requesting a feature, or simply looking for guidance on product usage, getting help should be seamless. We’ve listened to your feedback and redesigned our support system to serve you better.

Starting today March 5, 2025, we’re launching the e-satisfaction Support Portal—a faster, more structured, and more efficient way to help you succeed in adopting our platform and fulfilling your Voice of the Customer needs.

While emails and direct outreach worked in the past, they sometimes led to inconsistent responses, and difficulty tracking issues. That’s why we’re introducing a dedicated Support Portal, your go-to hub for everything from troubleshooting technical issues and reporting bugs to submitting feature requests and getting help with account configurations.

Alongside the portal, we’re introducing a Service Level Agreement (SLA) to guide its operation, defined response and resolution times so you always know what to expect. With these updates, support will be a quicker, more transparent and and a more reliable way to handle your requests.

A Better Support Experience for Everyone

The Support Portal will become the official way to get assistance from our teams, replacing direct emails and ensuring a faster, more structured support experience. Here’s what you can expect:

A single, centralized support hub – No more guessing who to contact; all requests will go through the Support Portal, email, or live chat, ensuring every issue is handled efficiently.

Faster responses with clear timelines – Every request will follow a structured process with defined SLAs, so you’ll always know when to expect a response and how long resolution may take.

Goodbye to direct emails for support – Reaching out to individual team members for assistance will be phased out, ensuring all requests are tracked, prioritized, and resolved through the correct channels.

With this new system, your support experience will now follow a structured process with clear categories, tracked status updates, and defined response times. You’ll get the help you need—when you need it.

A new way to get support – How does it work?

As part of new portal experience, whether it’s a product question, technical issue, bug report, or feature request, all support inquiries must be submitted through the official support channels:

Raise/ Submit a Ticket (Primary Method) at Support Portal The best way to get assistance. Submit a request through the portal for structured tracking, clear categorization, and faster resolution.
Send an email at support@e-satisfaction.com (Alternative Method) – Messages sent to our support team inbox will automatically convert into a support ticket.
Start Live Chat – Available during business hours for quick guidance and immediate assistance.

Reminder: emailing individual team members directly —such as Account Managers (AMs) or Customer Success Managers (CSMs), about a support-related issue, will no longer be the way to request support. Instead, in the spirit of our customer-centricity they will help log your request on your behalf—but they will do so through the Support Portal or official email channels to ensure faster and more efficient handling.

From there, a specific process, as per our SLA will be followed. Feel free to read and study it but here are some quick tips on how to open a support ticket and how our support team will handle it.

How to Make the Most of It:

✅ Bookmark the Support Portal – This will be your go-to hub for all support needs.

✅ Understand SLA Response Times – Read the Service Level Agreement (SLA) to know when to expect responses based on issue severity.

✅ Be clear & detailed in requests – The more context you provide, the faster we can resolve your issue.

Our team is here to help you

ASK SUPPORT

How to Open a Support Ticket

Step 1: Submit Your Request

Option A – Suggested Option: You can submit your support tickets directly through our support portal

You have the option to either sign up or log in to track the status of your tickets, or you can submit a ticket without creating an account if you prefer.

Choose the request type that best describes your issue:
- General Tickets:
  - Ask a Question – General inquiries about features, usage, or best practices.
  - Report an Incident – Technical issues, system errors, or service disruptions.
  - Submit a Feature Request – Suggestions for platform improvements.
  - Report a Bug – System malfunctions or unexpected behavior
- Professional Services Requests:
  - Data Services requests – Need help with dashboards, reports or data extraction.
  - Managed Services requests – Account-related support or follow up on discussion with our Customer Success Team or Account Managers.

Option B: Send an email to support@e-satisfaction.com.

You can create support tickets by emailing our support team at support@e-satisfaction.com.
However, we recommend using Option A, as tickets submitted through the platform are automatically prioritized in our support queue.

Step 2: Provide Request Details

Whether submitting via the Support Portal or Email, include the following information to ensure faster resolution:

A concise summary of your issue or question.
Detailed description including any relevant error messages, affected features, or steps to reproduce the issue.
Attachments or screenshots (if applicable) to help diagnose the issue faster.
You can also add colleagues as request participants (via Shared with option) if you’d like them to receive notifications and stay updated on the ticket progress.

📧 Email Requests Only: If details are missing, our team may reach out for clarification before processing the request.

Step 3: Acknowledgment, First Response & Service Level Tracking

Here is what to expect after you raise a request/ ticket.

Our support team will acknowledge receipt of your request, confirming that a ticket has been logged / opened into our system.
Then, once a member of our team has taken ownership of the ticket, we will communicate with a first response and based on the type of issue, the support team will assign an appropriate support level (L1, L2, or L3).
From there, the support team will work towards a resolution to your request within the timeframe outlined in the SLA, providing updates as progress is made.
If additional information is needed, or we estimate the ticket takes longer to resolve, the team will reach out through the portal or via email about the need for escalating your ticket.
You can always monitor progress via the support portal, checking the status or keeping track of conversations directly.

Here is an infographic to help you understand the support process:

Service Level Agreement (SLA): The backbone of the enhanced Support Experience

Our new SLA is a major step toward delivering exceptional service and ensuring you get the support you need with clear expectations. The new Service Level Agreement (SLA) ensures predictability, and fairness in handling support requests. The SLA sets guides support process through:

First Response Time: The time it takes for our team to formally respond to your request.

Resolution Time: The expected timeframe for resolving different types of support issues.

Issue Prioritization: Requests are categorized based on urgency and impact, ensuring critical issues are addressed swiftly.

What Does This Mean for You?

With a more structured approach, our team ensures you always know when to expect a response and how long a resolution may take. Critical issues receive immediate attention, while lower-priority requests are managed within expected timeframes.

Our team will ensure every request follows a structured process, eliminating uncertainty and inefficiencies.

How Can You Make the Most of It?

Be aware of response and resolution times outlined in the SLA.
Trust the process—we’re actively working on your request, even if some issues take longer to resolve based on severity.
Understand that not all requests can be resolved immediately but their resolving time is based on their severity (Check service levels) .

Here are some key points of our SLA

Support Availability

Business hours: 10:00 A.M. – 6:00 P.M. EET/EEST (Monday to Friday)
Initial response time: 1 business day
After-hours requests: Collected but processed the next business day

Support levels

Default response & resolution times apply unless a custom subscription or paid support plan is in place.

Criticality	First Response Time (FRT)	Resolution Time
Critical (P1)	30 minutes	2-4 hours
High (P2)	4 hours	1-2 business days
Medium (P3)	1 business day	3-5 business days
Low (P4)	2 business days	1 – 4 weeks, depending on priority

Exclusions: Bug resolution and feature request timelines are not included (see Incident Management for details).
After-hours requests: Handled and counted from the next business day.

To ensure a smooth experience, we encourage all users to review the full SLA document and familiarize themselves with response times for different request types.

What is Customer Feedback and why should retailers care?

Let’s talk about Customer Feedback. But first, let’s talk about the customers of 2022; not only are they (now, more than ever) extremely selective and cautious on how to spend their income, they have also adopted online shopping as part of their purchasing habits and know where to look for alternatives. They are also more willing to share their opinion about their experience with a product or a brand, and expect that it is heard and respected! Adding to that, according to a Forbes article on Customer Experience Trends for 2022, “Online Customers Want A Response Within 5 Minutes or Less”.

So, what does this mean for retailers and why listening to your customers’ opinion -also known as Customer Feedback- is a weapon to increase sales?

In order to understand the benefits of Customer Feedback, you should start from a basic question…

What is Customer Feedback?

Customer Feedback is essentially the information provided by customers, related to their experience either by using a specific product/service, or by other aspects of their interaction with the brand (e.g., how pleased they are by the browsing experience of an e-shop, etc.). This information can be used as the first level of actions that a brand can take, to increase the level of customer satisfaction.

What are the different types of Customer Feedback?

Customer Feedback can be divided into the 3 following types:

Given Customer Feedback: it refers to the information that customers give with their own initiative. This form of feedback is primarily collected through call centers, social media, website bots and emails that the customers of a brand send.
Requested Customer Feedback: it refers to the information that the customers give after being prompted by a brand. One of the collection methods of requested customer feedback is the specially configured questionnaires (CX Surveys) that are sent by a brand to its customers and use specific indicators that measure the recipient’s level of satisfaction. Other forms of requested customer feedback are customer ratings (customer and product reviews).
Observed Customer Feedback: it refers to the information that someone can collect by observing customer behavior. Such information can be collected by using social media, remarketing, cookies but also specialized tools that can capture a user’s behavior within an e-shop, etc.

How can retailers take advantage of Customer Feedback?

Through the collection and exploitation of Customer Feedback, countless growth opportunities arise for retailers, who want to invest in Customer Satisfaction. Besides enhancing the experience they have with your brand or the customer retention capabilities (maintaining a brand clientele) that feedback can offer to an organization, asking and collecting your customers’ opinion, gives them a very loud and clear message: that you care about what they have to say!

After all… Customers return where they know that their opinion matters. According to Microsoft, 77% of customers have a more favorable view of brands that ask for and accept customer feedback.

Year in Review

2021, what a year! With global challenges, shifts in consumer behavior and new trends on the rise, one thing remained the same… the importance of the human factor in this ever-changing environment.

2021, what a year! With global challenges, shifts in consumer behavior and new trends on the rise, one thing remained the same… the importance of the human factor in this ever-changing environment.

For us in e-satisfaction.com, 2021 was a year of Growth, Education and Expansion. We remained loyal to our Mission of ‘Enabling Customer Centricity’, by onboarding new clients and new partners to join us in this journey.

The most fascinating part of 2021, making it a milestone for us, was the 37,5 million questionnaires distributed to customers, marking a growth of +200% since 2020, expanding our presence to 3 new markets (Bulgaria, Romania, and Cyprus). This exciting milestone was accompanied with the joy to see 1 out of 3 customers replying to feedback requests, an amazing response rate that continues to be our differentiator since our first day in the market.

One more challenge of our clients was visualizing customer voices and transforming these voices to actions and decisions. To help our customers overcome this barrier, we formed a strong team of Customer Centricity Coaches who combine Data and technology to create a set of visualizations, triggers and alerts that make feedback actionable. This work led us to build 3 new integrations with Business Intelligence platforms (Google Data Studio, Microsoft Power BI & Tableau) that are used to bring a live feed of customer voices in the dashboards of decision makers.

2022 will bring numerous additional integrations, so stay tuned and speak up, as we are always looking for new ways to make customers be heard and valued!

By taking a closer look at the voice of the customers, we can confirm that customers are getting more demanding and less loyal. This trend has caused a +60% growth in the Customer Communication and Customer Recovery automations that are offered through our platform, that resulted in more than 170k customer recovery calls from the Greek Retail Market in 2021. This shift shows that customers do want to speak, do like to be heard and are more than happy to be contacted for a resolution to a potential issue.

Facilitating (and streamlining) this kind of dialogues was a top priority for 2021, as we are aware of the every-day life difficulties of customer-facing employees. Offering them a time-effective and easy way to serve customers better was a bet we won. We now see customer-centric habits been built across a lot of retail stores, both in the physical and online world.

Customers are also willing to share the great brand experience with the world and create good reputation for that brand, by engaging with the latter’s marketing campaign efforts via e-satisfaction.com. What we’ve seen is that the Most Loved Campaign by End-Consumers is the one of ‘Google My Business Reviews’, with an engagement rate of 35,4%, meaning that ~35% of your happy customers, are willing to spread the word and show their satisfaction by leaving a positive review to your Google Place Property, hence contributing to your positive online footprint and e-WoM (word of mouth).

But it’s not just the consumer that has shifted and not afraid to be part of your brand. It’s also the frontline people and the entire market. Customer-facing people along with the management teams are becoming engaged and committed to provide a seamless customer experience, or when this effort is not going as planned, are there to support and turn the customer complaints to an even more brand-binding experience. Numbers can’t lie and we know this by having seen that frontline people their own favorite feature within e-satisfaction.com, the ‘Set Up Alert Events’ with 7.686 Events (aka Frontline Alerts) being recorded in 2021.

We are committed to creating a more Customer Centric world; this is how we work with our clients, our co-workers, and our day-to-day lives. In 2021, we continued evangelizing our vision, by participating in multiple conferences, academies, and trainings, sharing our knowledge, insights and experience, and planting the Customer Centricity seed in the mind of retail market professionals.

Check our entire 2021 journey in our infographic below:

We are proud and (not that) bold to say that we are owning the Retail Market with the insights and feedback collected in the past year, via the platform of e-satisfaction.com.

Our team is entering 2022 with confidence, speed, and determination to make Businesses Customer Centric!