This informal webinar is a discussion of discoveries after analysing millions of customer interactions from enterprise clients including Vodafone, Thames Water, British Gas, and many more.
No thinly veiled vendor white paper. No sales pitch. Just some fascinating data with an awesome bunch of participants.
This informal chat is inspired by an off the cuff remark Dave made during a recent video catch up, that “Forgiveness is easier than permission”. It struck me as a deep insight into achieving optimal customer excellence, derived from decades of experience.
Dr Danica Damljanovic will give an inspiring talk to students at the Indian Institute of Information Technology Kota on how she took a passion for AI and turned it in to a thriving company.
Technology such as real-AI speech and emotion analysis analyses real-time customer and employee interactions that allow you to discover urgent customer experience priorities. But the business case for first wave speech analytics solutions have not lived up to their promise.
In this webinar you will find out how generating insight alone is not sufficient – it is only when it is applied to drive continuous operational improvements that benefits are realised.
CLICK HERE to watch this webinar on our Resources page.
A word that has risen to global awareness since the pandemic struck is empathy. In uncertain times, we instinctively recognise the need to understand how others are feeling.
Emotive CX for Customer Interaction takes this idea further. Not only should we recognise how customers feel in a service or sales interaction, we should also seek to influence how emotive needs are resolved and remembered. Ongoing loyalty depends on it.
In this webinar we will explore how Emotive CX for Customer Interaction works in practice and can be introduced as a contact centre competency.
CLICK HERE to watch this webinar on our Resources page.
Even though companies record millions of customer interactions every single day, 80% have no technology in place to analyse it and rely on either manual or one-dimensional methods to measure customer experience.
In this webinar you will find out how to understand what is being said by your customers, so that you can detect emerging trends and highlight non-compliance.
CLICK HERE to watch this webinar on our Resources page.
