Marketing
Bettina - CMO
Use McKinsey’s AVA solution connecting audio conversation data from the customers environment into the AVA analytics environment and the customers analytics environment.
Better understanding of customer journeys.
Significantly enhance personalization experience
Augment voice data with other data sources to give more enhanced view of customer in CRM
Use conversation insights to predict
Next best offer (in contact)
Next best offer (campaign driven)
Test new products/persona’s/segments through conversation insights plays
Mine customer conversations for competitor insights, trends, emerging risk and product insights
Improve episodic NPS
“Words that work” per segment. What resonates with what segment/cohort by persona
Organization Health & Well being (internal focus)
Use Call Journey’s Microsoft Teams integration connecting audio conversation data from the Customers MS Teams environment to employee insights tools from Call Journey whilst adding the conversation data to the customers employee insights environment.
Track and understand Diversity and Inclusion initiatives REAL time against key leading indicators/measures
Get significantly enhanced insights into values/cultural alignment
Understand risks around bullying and sexual harassment
Workplace health and wellbeing tied to work from home/remote workforce. How engaged are staff, stress levels, burn out, best time of day
Workforce attrition – predict/remediate
Employee performance – soft and hard skills measure
Revenue growth & retention
Brett - Executive Director for Revenue
Use McKinsey’s AVA solution connecting audio conversation data from the customers environment into the AVA analytics environment and the customers analytics environment.
Customer propensity to buy
Predictive
next best offer/campaign
NPS
Churn
Fraud
Channel and product effectiveness
Segment and cohort insights
Significantly enhance personalization experience
Sales methodology testing
Cross sell/up sell opportunities
Convert Inbound Service cost centers to revenue profit centers
Risk and Compliance
Andrew - Legal / General Council
Paul - CEO
Use McKinsey’s AVA solution connecting audio conversation data from the customers environment into the AVA analytics environment and the customers analytics environment.
Automate risk and compliance measures on 100% of customer interactions with AI based conversation analytics
Trigger remediation activities with at risk calls
Understand root challenge for risk – drivers
Give unfettered view to exec of culture and compliance environment
Revenue assurance
Complaints management and remediation
Customer Experience
Edith - Head of CX
Use McKinsey’s AVA solution connecting audio conversation data from the customers environment into the AVA analytics environment and the customers analytics environment.
Create predictive NPS measures for every interaction
Track and remediate episodic NPS align to customer journeys
Drive more targeted CX remediation activities for conversation insights per interaction not post call surveys )skewed data)
Measure and gain significant insights into channel rub
Use conversation insights to accelerate automation via RPA activities
Compare product, channel and episode experience by real customer insights
Get true root cause insights into customer effort, buying friction, complaints management/remediation/prevention
Reduce Average Handle time aligned to customer effort
Collections
Chris - Collections Director
Use McKinsey’s AVA solution connecting audio conversation data from the customers environment into the AVA analytics environment and the customers analytics environment.
Increase collected revenue
Predict delinquency/broken promises (P2P)
Identification of missed conversations to ascertain if a debtor was likely to pay or capable of offering more
Understanding of third-party calls
Identification of compliance breaches
Tracking emerging trends
Improving agent effectiveness, identifying training and coaching opportunities