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3:10 PM - 3:55 PM BST  |  Wednesday 9

Transforming the Voice of the Customer by utilizing Deeper Insights

Cristopher Kuehl
VP, Client Insights & Analytics

Transformational CX

In a post-coronavirus world, the rise of contactless interactions is shifting the way that companies connect with their customers. Beyond CSAT and NPS, CX leaders today must understand the intent and emotional state of a customer in real-time, and then replicate those interactions.

In this session, Cris Kuehl, Head of Insights, will discuss:

  • A holistic approach to Voice of the Customer (VoC) and strategies to measure emotions, understand behavior and empower agents to drive better conversations
  • How you can leverage predictive intelligence tools and behavior analytics to capture key customer insights
  • Client stories showcasing success and key lessons learned to apply to your program