Free webinar with Andrew Moorhouse (Alitical) and Dr Danica Damljanovic (Sentient Machines)
Have you figured out how to predict NPS detractors? With just 27% of detractors verbally expressing dissatisfaction, this needs to go far beyond mere sentiment listening.
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.
We’ll present results from the analysis of ~20,000 live chat conversations, and uncover 11 distinct categories accounting for 94% of the variability in NPS detractors.
No thinly veiled vendor white paper. No sales pitch. Just some fascinating data with an awesome bunch of participants.
CLICK HERE to watch highlights from this webinar.
Andrew Moorhouse, Director of Consulting at Alitical
Andrew is a conversation scientist with a research and consulting area of expertise in identifying what top performers do differently and has worked on the most critical performance improvement projects for UK Enterprise clients such as Tesco, Vodafone, Anglian Water, the VERY Group, Thames Water and Lex Autolease.
He’s the founder of Alitical, an advanced analytics firm; using data, AI and conversation intelligence to eke out those final human performance gains. Andy is also the Conversational AI lead for Deloitte Consulting (UK) and a guest MBA lecturer at Cranfield University.
Dr Danica Damljanovic, CEO & Founder of Sentient Machines
With over 18 years experience in AI and Natural Language Processing (NLP), Danica worked with the SRI team that developed Siri, and then Recordsure, analysing human voice.
As an internationally recognised scientist, Danica has published more than 50 publications, and a book on text analytics, cited over 2000 times. She received her PhD from the University of Sheffield in AI and NLP in 2011.