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With the rise of chatbots and digital assistants like Alexa and Siri, the amount of data attached to customers continues to grow at a rapid pace. For organizations already struggling with unstructured conversation data, it’s daunting to try and make sense of it.

A good place to start is understanding the voice of your customer as well as their intent. If you know what the customer is thinking and why, you can predict what they will do next – and adjust your strategy to drive better outcomes. The gold is there, you just need to find it.

In this webinar, you will learn:

  • New ways to think about your Voice of the Customer Program
  • How to use predictive metrics and predictive NPS to:
    1. Coach agents and provide unbiased/actionable feedback
    2. Manage outsourcers
    3. Improve CX by integrating into Routing
    4. Provide feedback for experience/product design
    5. Reduce survey burden on your customers


Bruce Temkin, Temkin Group

Bruce Temkin is a customer experience visionary and is often referred to as the “Godfather of Customer Experience.” He has been credited with the creation of the customer experience movement and has helped hundreds of organizations transform their customer experience.

As managing partner of Temkin Group, Bruce leads the company’s research, consulting, and training efforts that help many of the world’s leading brands build customer loyalty by engaging the hearts and minds of their customers, employees, and partners. Temkin Group also publishes one of the most comprehensive benchmarks of customer experience, the Temkin Experience Ratings.

Jim Kloet, Mattersight

As Senior Data Scientist and Director of Insights and Analytics at Mattersight, Jim Kloet leads the team responsible for automating all standardized reporting, developing new analyses and ways of looking at data, building predictive NPS models, and handling of all ad hoc client analyses. Prior to joining Mattersight, Jim worked on cognitive neuroscience research at Northwestern doing neuroimaging and non-evasive brain stimulation exercises.

Anna Lewis, Mattersight

As a Data Science Product Manager at Mattersight, Anna Lewis works closely with data science to ensure that our products are continuously improving through R&D, Mattersight’s proprietary technologies, industry state of the art technologies, etc. With experience in R&D and analytics, she is interested in implementing cutting-edge solutions to improve the customer experience, and strives to customize innovative industry approaches to suit client business needs.