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4 Ways to Use Analytics to Achieve CX Excellence

4 Ways to Use Analytics to Achieve CX Excellence

Air Date: July 17, 2019
Time: 2 pm ET

John Goodman , Abby Monaco

Moderators: Erica Marois

Watch the webinar video below.

Join us on Wednesday, July 17th to learn how analytics can help you achieve CX Excellence!

When it comes to delivering better customer experiences, ICMI research is finding that businesses have real gaps in their analytics and Voice of the Customer programs that inhibit their success with both customers and frontline staff. Most survey and monitoring samples are invalid, leading to poor morale, frustrated supervisors, and spurious conclusions.

Only 15% of contact centers are using sentiment analytics, while 53% have no plans to implement them in the near future. Pair that with the fact that only 23% of quality monitoring programs are automated, and the result is that there is a distinct lack of qualified and quantified knowledge of customer pain points or how to solve them. It’s critical for businesses to better understand where customer experiences are negative and turn them around. It’s also just as critical to enable agents to avoid negative encounters and properly address them head on when unavoidable. Join us on July 17 to learn more about how you can utilize four best practices to turn your competitive woes into wins.

During this webinar, you will learn:

  • Radical approaches to sampling, analysis and packaging feedback for greater impact
  • How AI sentiment analysis can drive your quality programs
  • Why & how you should apply analytics across all your service channels
  • Creating a compelling business case for CFOs and positive motivation for CSRs
  • What predictive analytics looks like in action, and how it can benefit the entire business
  • How analytics-driven quality management empowers contact centers to drive more strategic value

Join us for an interactive and informative hour, filled with practical tips, and complete with live audience Q&A. 

Reserve Your Spot!

John Goodman
John Goodman
Vice Chairman, Customer Care Measurement & Consulting,

John Goodman received a B.S. in chemical engineering from Carnegie Mellon University and an M.B.A. from Harvard Business School. His book, Strategic Customer Service, was published by the American Management Association in April 2009. Mr. Goodman cofounded TARP in 1971. He has managed more than 600 separate customer service studies, including TARP's White House sponsored evaluation of complaint handling practices in government and business; studies of word of mouth and the bottom-line impact of consumer education sponsored by Coca-Cola USA; Business Week credits him with instigating creation of the GE Answer Center and the use of toll free telephone and web self service systems by hundreds of major corporations. In addition, he has developed frameworks for building and assessing Voice of the Customer processes in B2B and B2C environments. He has taught service quality and service reengineering courses at Wharton Business School's executive education program. He has appeared on “Good Morning America”, the ABC Evening News, and as a panelist on PBS.

Abby Monaco
Senior Product Marketing Manager, NICE Nexidia

As Senior Product Marketing Manager for NICE Nexidia, Abby brings over 17 years of experience in product management and marketing direction in software and technology. She plays a key role in establishing as the market leader NICE Nexidia’s vision and messaging for its Customer Engagement Analytics solutions. She is in charge of articulating and promoting the value and competitive advantages of the Nexidia Analytics and Customer Journey Solutions portfolio, which delivers the full spectrum of business insights across entire organizations by utilizing its time-tested and proven program method for interaction analytics alongside journey analytics, IVR optimization, digital containment, and more.

Erica Strother headshot
Erica Marois
Content Marketing Specialist, 8x8
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.

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Topics: Best Practices, Analytics And Benchmarking, Customer Experience