Interaction Analytics: The Next Generation of Customer Listening

Next Generation of Customer Listening

Customer listening isn’t a new concept, but as consumer expectations become increasingly demanding, understanding the true voice of the customer (VoC) is critical, writes, Jeff Gallino, Founder & CTO, CallMiner.

Customer listening isn’t a new concept, but as consumer expectations become increasingly demanding, understanding the true voice of the customer (VoC) is critical.

Customer listening isn’t a new concept — but as consumer demand for personalization reaches an all-time high in a world cluttered with vendor options, analyzing and tracking the true voice of the customer (VoC) to excel in customer experience (CX) has never been more critical.

In fact, CX is overtaking product as the No. 1 brand differentiator – meaning that solely relying on legacy strategies and feedback methods to effectively target consumers and adjust strategies just isn’t going to cut it anymore.  Surveys, interviews, random call sampling and even net promoter scores (NPS) can only do so much when it comes to revealing true, complete VoC. It’s time to really get to know your customers – and that starts with leveraging the power of artificial intelligence (AI)-enabled speech analytics to unlock invaluable benefits in several important areas of business.

Read the complete article here.