Brand Innovation

Developing a roadmap for brand innovation

Understand brand awareness, perception, and loyalty or deeply with conversation intelligence from CallMiner.

Innovation begins with listening to your customers

Brand innovation is an essential part of brand intelligence and strategy. By continually innovating products, services, and brand messaging, companies can build more personal connections with target audiences to drive sales, loyalty, and retention.

Insight into the mindset of your customers is the starting point for brand innovation. With a deep understanding of what customers want and how they perceive and feel about your brand, you can create a highly effective innovation roadmap designed to improve the brand experience and capture greater market share.

CallMiner can help. Our Eureka platform provides conversation intelligence technology that lets you capture, analyze, and score 100% of omnichannel interactions with customers. With CallMiner Eureka, you gain broader brand insights and deeper brand intelligence to successfully drive innovation.

The CMO's Guide to Driving Brand Loyalty and Value

Improving your Voice of the Customer program

As companies strive for brand innovation, Voice of the Customer (VoC) programs can inform potential strategies for innovation. Yet, many VoC initiatives have become stalled because of survey fatigue and an inability to gain a complete view of customers across all segments.

Conversation intelligence technology enhances VoC programs by automatically capturing and analyzing every interaction with customers. Marketers no longer need to review hours of calls or pages of transcripts as they seek insights into customers’ mindsets. Conversation intelligence converts the unstructured information in calls, chats, email, social media, SMS, and web surveys into structured data that can be easily searched, scored, and mined for insight. A superior conversation intelligence solution will not only identify the meaning of a speaker’s words, but their sentiment about a brand and the emotion that drives their behavior as well.

With data generated through conversation intelligence, brand teams gain critical insight into every aspect of the customer journey, making it easier to develop strategy, enhance campaigns, and chart a path to brand innovation.

The CallMiner Eureka conversation intelligence platform

CallMiner offers the most comprehensive platform for analyzing omnichannel customer interactions at scale. Our technology analyzes conversations at the deepest level, identifying patterns, interpreting nuance, and extracting meaning to shed light on new areas of opportunity to drive business growth.

CallMiner Eureka analyzes every voice and text-based interaction with customers, automatically transcribing, categorizing, and scoring conversations to deliver greater visibility into mindset of customers.

CallMiner helps drive brand innovation by providing critical brand-related capabilities. With CallMiner Eureka, you can:

• Monitor and analyze brand sentiment on 100% of channels to proactively manage and improve brand awareness.

• Combine all sources of customer feedback and interaction to gain a comprehensive, quantified view of customer brand perception and sentiment.

• Uncover the root causes of sentiment as well as drivers of attraction and dissatisfaction.

• Analyze Net Promoter Score (NPS) responses in real time to understand what’s driving scores at scale.

• Spot early warning signs of a potential brand issues and proactively respond to avert brand crises.

• Analyze comprehensive customer interactions to determine the most significant brand-related topics and trends as they evolve in real time.

• Identify which messages and channels resonate best with target audiences.

• Use competitive brand intelligence to inform brand innovation strategies.

Comprehensive tools for brand innovation

CallMiner Eureka provides a wealth of tools and capabilities for capturing and analyzing customer interactions and extracting meaningful insight from unstructured data. With Eureka, you can:

Understand customer conversations with root-cause analysis. Discover what matters most to customers on their omnichannel journey by scoring performance, tagging transcriptions with emotion and sentiment, and extracting insight to drive business growth.

Coach agents more effectively to improve customer experiences. Create a culture of improvement and persistent optimization with automated scoring, progress monitoring, and data-based feedback.

Improve the outcomes of potentially negative conversations by providing agents with next-best action guidance in real time. Rely on powerful AI and machine learning capabilities to identify at-risk conversations, turning around negative customer experiences and reducing the risk for fines or legal action.

Improve conversation analytics with speaker-separated audio.

Visualize conversation intelligence data to connect the dots between insight and action, revealing both the big picture story as well as details concerning individual agents and customers.

Protect private customer information by automatically redacting sensitive numeric data and personally identifiable information.

Improve transcription accuracy with a full-featured recorder that delivers live monitoring and instantaneous playback features.

Empower analytics with screen recording that provides frontline agents and managers with greater visibility into every aspect of interactions with customers.

Why CallMiner?

CallMiner is the global leader in conversation intelligence technology. With expertise that spans two decades and billions of hours of mining customer conversations, our solutions empower organizations to decide intelligently, pivot quickly, and improve exponentially. By revealing meaningful insight from interactions with customers at scale, CallMiner Eureka delivers the intelligence businesses need to make better brand decisions.

Trusted insights

CallMiner delivers rich behavioral insight based both on what customers say and how they say it, ensuring source-of-truth confidence in conversation intelligence data.

Actionable information

CallMiner bridges the gap between insight and action with real-time and post-interaction automated scoring, frontline coaching, and organization awareness.

Omnichannel security

Automatic redaction of sensitive data within a PCI-certified hosted model delivers the security that organizations require to protect customer privacy.

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Frequently Asked Questions

Brand innovation refers to new initiatives, messaging, product development, and other efforts designed to keep a brand fresh and top of mind with target audiences.

By launching new services and products and continually refining identity and messaging, brands can demonstrate their relevance to customers and drive greater customer loyalty.

Innovating brands requires a deep understanding of how brands are perceived by customers and what customers want and need from the brand. Conversation intelligence technology enables companies to capture and analyze every interaction with customers across all channels to glean deeper insight about brand perception and the customer journey. With this data, brands can take quick and effective steps to innovate products, services, messaging, and brand identity.


CallMiner's insights created visibility across the customer journey to direct and indirect touchpoints that impact the CX. Real, cross-functional insights help us increase sales, grow and retain customers, and bring new products to life.

Robin Gomez

Director of customer care innovation, Radial