As an economist and industrial engineer, Dr. Harison envisioned Sentimantle’s fully automated solutions that improve service quality and operational efficiency by bringing the voice of customers to every organizational level – collecting online and internal posts, automatically interpreting them and producing insights in real-time with no additional labor.

Dr. Harison also identified how service gaps, in which executives are unaware of inefficiencies and issues in the provision of services and low fit between their offers and the needs and preferences of customers, result in lower performance and negative reputation.