How AI and Analytics Drastically Advance Customer Insight

Robin Gareiss (Founder and President, Nemertes Research)

Date: Monday, March 18

Time: 2:00pm - 2:45pm

Pass Type: Entire Event - Get your pass now!

Track: AI & Speech Technologies

Technical Level: Medium

Hot Topics: Artificial Intelligence & Analytics

Vault Recording: TBD

Audience Level: Medium

Advanced analytics, driven by artificial intelligence capabilities, is the top technology that IT and business leaders say will transform their customer experience. In this session, you’ll learn how companies are measuring customer success in a 360-degree view. How can you track both structured and unstructured data from customers directly into your organization—and outside your organization in public forums and social media? How can you leverage this information to make both real-time and longer-term strategic decisions?

* What metrics are companies using to measure customer success, and how are these metrics changing?
* How do communications and other digital systems generate data that’s useful in calculating customer success metrics?
* How are AI-driven processes such as Natural Language Processing (NLP), Sentiment Analysis, and Machine Learning (ML) used to produce useful insights about customer success?
* How should enterprise IT and communications leaders be working with business leaders to drive decision-making around customer insight?