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