9443 Springboro Pike
Miamsiburg, OH 45342
Tuesday September 19, 2017
8:00 AM - 10:00 AM
Companies need to have a complete understanding of the voice of their customers by listening to all feedback from surveys (transactional, relationship, etc.), online (twitter, Facebook, ratings and reviews, etc.), and customer interactions (emails, chat, call recordings, etc.). Bringing together this omni-source feedback into one platform enables organizations to analyze both the solicited and unsolicited as well as structured and unstructured feedback in one place for a comprehensive view of the customer’s top pain points, topics driving positive and negative sentiment, key metric trends, and relevant verbatim comments.
By analyzing all feedback using text analytics, organizations can gain a better understanding of customer perceptions at both an aggregate level across all stages of the customer journey as well as at a more granular level for actions by segmenting the insights by journey stage or demographic, geographic, or operational parameters.
In this session, Koren Stucki from Clarabridge will discuss the value of looking at omni-channel customer feedback to drive business outcomes and the importance of analyzing all sources in one solution using advanced analytical capabilities like natural language processing, theme detection, sentiment analysis and world awareness. As an industry leader in text analytics, Clarabridge will help demystify the world of Artificial Intelligence and discuss how organizations are using it in their daily operations to institutionalize the customer voice in their call center operations, product design and quality efforts, marketing campaigns, and more.
Breakfast will be provided.
Thank you to our Global Platinum Sponsors!