Orlando, FL is part of the Informa Enterprise Connect Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

Registration is Open for Enterprise Connect 2023! Register Now for Super Early Bird Rates.

Enterprise Connect Schedule Viewer

Schedule Viewer tool is designed to help you find the sessions and other functions you're looking for at Enterprise Connect 2023.

Check back frequently, information added daily!

In the column to the left, please look under PASS TYPE, and:

  • If you're planning to attend In-Person, please click "Entire Event Orlando", "Expo Plus Orlando" and/or "Tuesday-Thursday Orlando".
  • If you're planning to attend Virtually, please click "Entire Event Virtual" and/or "Expo Plus Virtual".

Click on session titles for full session descriptions. All times noted are in EST.

 

Using Advanced Analytics to Get the Full Picture of Your CX Performance

Robin Gareiss  (CEO & Principal Analyst, Metrigy)

Date: Tuesday, March 28

Time: 3:00 pm - 3:45 pm

Pass Type: Entire Event Orlando - Monday-Thursday, Tues - Thurs Conference Orlando - Get your pass now!

Session Type: Session

Track: Contact Center/Customer Experience

Vault Recording: TBD

CX leaders have the opportunity to gather an enormous amount of data from contact center, CRM, and other systems to help guide their customer engagement technology and operational decisions. The challenge is analyzing the data and leveraging the findings in the best possible way. In fact, only 26.4% of companies gather, analyze, and act upon their customer feedback. During this session, a leading industry analyst will share recent research findings that will help you understand the opportunities for added insight and improvement that this data offers. You'll come away from this session with specific actions you can take to improve your understanding of the data your systems are generating.

Takeaways:

  • What types of analytics data do companies gather and how do they get it?
  • To what extent do they correlate customer data with employee performance data?
  • How can advanced analytics help to show business and technology leaders how well their CX strategy is working?
  • What are real-world use cases that illustrate the business metric improvements companies realize through the use of analytics?