What is a Sentiment Map in Cemantica?
The Sentiment Map Lane reflects the aggregated sentiment level of one or more Personas linked to the same journey.
The Sentiment Map Lane consolidates sentiment manually defined across each interaction, creating a comprehensive view of customer emotions as they move through the journey.
By aggregating these sentiment levels across channels, Cemantica's Journey Management platform highlights the varying emotional responses tied to each touchpoint.
You can also incorporate real VOC data from external sources or by importing data. The VOC lane will display real-time customer sentiment, enabling comparison with the sentiment defined in persona interactions.
Note: The ability to connect VOC data is available on the Enterprise Plan. If you want to know more, contact us at [email protected]
Overlaying multiple Personas and their sentiment
You can toggle sentiment data for each Persona by clicking their icons.
This allows you to compare how different Personas experience the same journey.
Example: The pink line shows Persona John Davis.
The blue line shows Persona The Culinary.