Contextual Customer Intelligence

The business problem

Direct feedback alone does not tell the full story of customer perception. Without market-level context from social, reviews and external signals, organizations struggle to interpret CX performance accurately or understand emerging reputational risks and opportunities.

Core challenges include:

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Limited visibility beyond surveys
Surveys miss real-world feedback across key channels
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Emerging issues detected too late
Issues surface after damage, not at onset
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CX insight lacks external context
Internal CX signals aren’t benchmarked to market voice
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Market narratives poorly understood
Narrative drivers and themes aren’t clearly mapped
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Competitive perception hard to track
Hard to monitor how competitors are perceived

Our solution

Sonata CX Contextual Customer Intelligence captures unsolicited, market-level signals from social, review and panel sources. Delivered through centrally governed frameworks, it structures sentiment, themes and trends consistently across markets and integrates contextual insight with CX and operational data through GDX.

Solution pillars include:

  • Social, review and panel data
  • Structured sentiment and themes
  • Market and competitor context
  • Integration with CX insight
  • Central governance and consistency
Analytics Discussion

Key features

Multi-source data collection
Ingest reviews, social, forums, and support data
Configured themes and taxonomies
Standardize tagging with customizable themes and categories
Sentiment analysis across markets
Measure sentiment consistently across regions and segments
Trend and narrative tracking
Track shifts in narratives, themes, and sentiment
Multi-language capability
Analyze feedback across languages with consistent models
Insight unified within GDX
Consolidate perception insights into GDX for visibility
Context linked to CX data
Connect external signals to journeys and CX metrics

Benefits and outcomes

✓
Broader customer perception visibility
Unified view of customer voice across channels
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Early reputational risk signals
Detect early warning signals before escalation grows
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Stronger CX insight context
Add market context to interpret CX performance accurately
✓
Market-aware prioritization
Prioritize actions aligned to market sentiment and trends
✓
Consistent interpretation across regions
Ensure consistent insights across countries and teams
Team discussion

Client success stories

Thought Leadership 
and Insights