CallMiner Outreach – The future of CX is here

By Jason McKay, Principal Product Manager, CallMiner

Surveys (or solicited feedback) are synonymous with customer experience (CX). In fact, according to CallMiner’s 2024 CX Landscape Report, 64% of global organizations indicated that all or the majority of the customer feedback they collect is solicited. Further, only 25% of organizations are collecting an equal amount of unsolicited and solicited feedback. Even though that’s up from 20% in 2023, CX leaders are still primarily relying on traditional survey tools to solicit feedback from customers. In fact, many organizations have built significant programs around survey efforts, despite low response rates, lack of meaningful insights and diminishing return on investment.

But as more CX leaders are facing rising costs, and top-down directives to consolidate tech spend and do more with less, many are looking for alternative solutions to their legacy survey programs. They’re looking for better, smarter ways to execute customer feedback campaigns.

Enter, CallMiner Outreach. The future of CX.

Built on advanced analytics and artificial intelligence (AI), CallMiner Outreach is a revolutionary CX and customer feedback management solution that empowers businesses to connect with customers in more meaningful ways, fostering stronger relationships and uncovering actionable insights that drive enterprise-wide benefits.

CallMiner Outreach leverages the power of conversation intelligence to analyze phone calls, text messages, social media exchanges, and other unsolicited interactions, allowing contact center and CX leaders to create highly personalized outreach efforts – in the form of surveys, quick-response forms, marketing offers, and more. By executing outreaches and feedback campaigns that consider how a customer prefers to engage with your organization and the outcome of any given interaction, CallMiner Outreach is able to address and resolve exact customer issues, while ensuring relevance, timeliness, and improved customer outcomes.

As someone who has spent my career working with both contact center and CX leaders, I truly believe that CallMiner Outreach is going to transform how organizations approach both their conversation intelligence and customer feedback programs. It’s going to reduce organizational silos AND increase the value of solicited feedback, all without raising costs.

Let’s look at an example of how CallMiner Outreach could work. Imagine a customer calls into your customer service center to cancel a subscription, but ends up not churning and leaves the interaction signed up for a new plan. Through pre-configured rules, outreach can be triggered post-interaction to ask the customer what about the marketing offer made them stay, giving you the insights needed to maintain, change or retire specific marketing campaigns. Why is this better than the status quo? Traditional survey questions, such as “how was your experience today?” or “would you recommend our company?”, give little to no insight into why the customer decided not to churn. Without context, NPS and CSAT are just numbers. They’re not giving you real business insights and they’re not identifying areas of opportunity for improvement.

CallMiner Outreach is also incredibly valuable for contact center closed-loop feedback teams, who are responsible for reaching out to customers directly when the situation calls for it. Let’s consider an example of an internet or cable service outage. CallMiner Outreach could trigger a survey to a customer when their service has been restored (according to the business) to confirm whether that is true. If the customer indicates they still don’t have service, a closed-loop team could immediately contact the customer to troubleshoot or automatically send them directions to reset equipment, if that’s required. Once service is restored, CallMiner Outreach could trigger a communication that gives the customer a gift card or an account credit for their inconvenience, reinforcing trust, loyalty and satisfaction.

I’ll say it again – CallMiner Outreach is the future of CX. By combing native customer feedback management capabilities with CallMiner’s industry-leading conversation intelligence platform, CallMiner Outreach is so much more than a traditional survey tool; it leverages AI-driven insights from customer interactions to improve the quality, relevance, and efficiency of feedback collection and analysis.

CallMiner Outreach is in early availability for new and existing customers. To request a demo of this revolutionary customer feedback solution and see how it can transform your CX programs today, visit: https://callminer.com/c/callminer-outreach