Cross-Platform Sentiment Analytics for Unified Customer Feedback in Digital Business Environments

Samuel Augustine Umezurike, Onyinye Gift Ejike, Bisayo Oluwatosin Otokiti, Omolola Temitope Kufile, Oluwatolani Vivian Akinrinoye and Abiodun Yusuf Onifade

International Journal of Scientific Research in Science and Technology, 2025, vol. 12, issue 3, 1224-1235

Abstract: This paper explores cross-platform sentiment analytics to unify customer feedback in digital business environments, enabling organizations to gain actionable insights from diverse data sources such as social media, reviews, and surveys. A systematic literature review synthesizes insights on sentiment analysis techniques, cross-platform data integration, and their applications in customer experience management. A proposed framework integrates these elements into a cohesive system for real-time feedback analysis. Application scenarios in retail, hospitality, and financial services illustrate the framework’s potential, suggesting up to 30% improvement in customer satisfaction and 25% increase in retention rates. The study contributes to the literature on digital business intelligence and offers practical guidelines for leveraging sentiment analytics to enhance customer-centric strategies.

Keywords: cross-platform analytics; sentiment analysis; customer feedback; digital business; data fusion; NLP; domain adaptation (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:etm:ijsrst:v12:y2025:i3:id:943

DOI: 10.32628/IJSRST25123133

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