‍

Your customers are constantly sharing their insights in reviews, but are you truly listening to them and using this feedback to improve their experience? 

We teamed up with Trustpilot to discuss the now, next, and future of online reviews and how AI can be used to fully understand and analyse your customer reviews. 

Here’s what you can learn in this webinar:

 1) How AI is changing the way brands use their review data to improve CX

"We're not talking about far-off future technology—this is happening right now," says Ross Hancock, Principal Product Manager at Trustpilot, as he unveils how AI is fundamentally reshaping customer purchasing journeys.

With over 120 million UK reviews (growing 25% annually) in Trustpilot's arsenal, Ross reveals how interactive advertising and AI shopping agents are creating a world where:

• Customers purchase directly through conversations with ads
• AI assistants evaluate products before humans make the final decision
• Your online reputation matters more than ever as AI increasingly influences purchase decisions

"Your online reputation is going to become as critical as ever," Ross emphasises. "The way to improve that online reputation is to improve your business...and to do that, you need to truly understand what the current state of your customer experience is."

2) Go from Data Overload to Strategic Insight

"Most brands have insights up to the yin-yang," explains Pete from Word Nerds. "The real question becomes: which of those insights do we need to act on?"

Pete takes us through the evolution of customer feedback analysis—from labour-intensive manual coding to specialised analytics tools that can:

1. Explore what you didn't know to look for
2. Classify feedback into meaningful categories
3. Prioritise which issues will drive the greatest impact

"Gone are the days when software would just give you 10-20 things and say 'this is a delivery issue,'" Pete explains. "You need to get into the minutiae of the data and find very specific problems."

3) Seeing is Believing: The Supermarket Showdown

Stella, Wordnerd's resident insights and innovation analyst, takes us through a thorough comparison of customer experiences at Waitrose, Morrisons, and Aldi analysed with our customer journey framework curated for retail brands. 

Stella’s real-time analysis reveals eye-opening insights:

• Why responding to your online feedback is crucial: Morrisons' 96% response rate to negative reviews (versus Aldi's 0%) correlates with their improved star ratings
• Which supermarket has the most loyal customers: 15% of Morrison's customers self-identify as loyal compared to just 7-8% at competitors
• The churn dilemma and how to solve it: Waitrose shows the highest customer churn risk, with 46% of departing customers citing declining brand perception

The most compelling revelation? Different supermarkets face entirely different priority issues which you can discover how they can solve them in this webinar.

‍

In this live event with Trustpilot we cover:

‍

‍00:00-03:00 - Introduction and welcome from Pete Daykin, CEO at Word Nerds

‍03:52-05:12 - Overview of Word Nerds' client portfolio across social housing, financial services, retail, and hospitality sectors

‍05:12-07:26 - Introduction to the value of online reviews as a "goldmine of data" and webinar agenda overview

‍07:26-10:45 - Audience poll on current review analysis practices and introduction of Ross Hancock from Trustpilot

‍10:45-14:10 - Ross explains Trustpilot's origins and importance of content integrity in customer feedback

‍14:10-18:08 - Discussion of how AI is revolutionising e-commerce through interactive advertising and shopping agents

‍18:08-22:00 - Exploration of how AI agents are changing product discovery and purchasing decisions

‍22:00-24:23 - Importance of managing online reputation as AI increasingly drives consumer decision-making

‍24:23-28:58 - Review data's value for understanding customer experience context and benchmarking against competitors

‍28:58-33:38 - Evolution of text analytics tools from manual coding to specialised software solutions

‍33:38-37:32 - Three-step process for analysing reviews: exploration, classification, and prioritisation

‍37:32-49:27 - Live demonstration by Stella comparing customer experience across Waitrose, Morrisons, and Aldi using review data

‍40:00-42:24 - Analysis of key themes customers care about

‍42:24-44:52 - Comparison of customer journey stages across the three supermarkets

‍44:52-47:17 - Deep dive into loyalty drivers and churn risk

‍47:17-49:27 - Identification of specific negativity drivers for each supermarket

‍49:27-51:27 - Word Nerds services overview and competitive benchmarking options

‍51:27-58:29 - Q&A session covering:

‍