How SiriusXM Uses “Deep And Dirty” Customer Insights To Improve Its CX

If you want to know how your contact center is currently performing, look at your metrics and scorecards. If you want to truly understand how customers feel about your brand – and how to fix any problems – you need to dig deeper. You need a robust, ever-evolving analytics program.

SiriusXM is fervently committed to such a program, and senior solutions manager Emily Deragon discusses that analytics journey in the new CCW Digital podcast.

She does not do so alone. CallMiner Eureka’s Brian LaRoche also participates in the discussion, sharing his expertise from working with SiriusXM and many other customer-centric brands.

“We’re ingesting two million calls per month for customer care, and we’re truly getting into the ‘deep and dirty’ insights of what’s happening on our calls,” explains Deragon. “How can it help us with training, how can it help us better forecast, how can it improve agent and customer experiences?”

The podcast was recorded at the 2018 Customer Contact Week in Las Vegas.  Listen below: