Featuring: Alyona Medelyan, Ph.D., CEO of Thematic
Contact centers generate huge volumes of customer communication and feedback. The majority of it is unstructured, and many service leaders struggle to take advantage of this data to drive their team’s performance and continuously improve. As a result, strategic decisions are based on assumptions instead of data, and progress is tracked at an aggregate level without a clear understanding of what works and what doesn’t.
In this webinar, we will discuss how to solve this problem. We will share a case study of a telecommunication provider who were able to increase their transactional NPS by 20 points through analysis of customer feedback, surfacing insights found in this data, and acting on it. We will review the best approaches for collecting and analyzing feedback, as well as how to share the insights with others.
You will learn:
Simple techniques for making sense of feedback in-house
How to calculate impact of positive and negative aspects of your service
How to measure ROI of initiatives based on customer feedback
Alyona Medelyan, Ph.D. is the CEO of Thematic, an AI-driven customer insights solution backed by YCombinator. Thematic helps companies improve customer retention through insights from customer feedback. They have happy customers in 6 countries, including AirBnB, Dropbox, ManpowerGroup, Vodafone, CBRE and Air New Zealand. Alyona holds a Ph.D. in Natural Language Processing (NLP) and is the author of 25 peer-reviewed publications. She frequently speaks on this topic at Data Science, AI, and Customer Experience conferences. She lives in San Francisco with her husband and two children.