Case Study: KPMG Nunwood achieves rapid, actionable customer experience insights with Lexalytics Semantria

KPMG Nunwood Drives a New Approach to Customer Experience Management with Semantria

KPMG Nunwood, a leader in Customer Experience Management known for its CEM framework and The Six Pillars™, faced the challenge of turning large volumes of open‑ended customer feedback into structured, actionable insight and delivering those insights quickly through digital platforms. They engaged Lexalytics to help analyze and surface meaning from this unstructured text using Semantria (Semantria for Excel and the Semantria API).

Lexalytics implemented Semantria’s categorization, query topics and sentiment analysis—integrating the Semantria API into KPMG Nunwood’s Fizz Voice of the Customer software—to identify pain points, quantify emotional impact, and surface trends in real time. The integration was completed in three months and now processes 100,000+ documents per month, enabling instant reporting, faster mobilization of customer service teams, and evidence-based recommendations that drive transformational change.

KPMG Nunwood