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Preface xv
Acknowledgements xx
Chapter 1: Introduction 1
Chapter 2: Mining Customer Interactions 21
Chapter 3: Mining the Voice of the Customer 71
Chapter 4: Mining the Voice of the Employee 93
Chapter 5: Mining to Improve Innovation 111
Chapter 6: Mining to See the Future 133
Chapter 7: Future Applications 163
Appendix: The IBM Unstructured Information Modeler Users Manual 171
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