Use Case: Marketing

Job Function: 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