Providing a good customer experience is already a big challenge. Managing customer journeys is a much bigger one. The challenge is both to improve the customer experience and to generate more value for the organization. As well as extracting the right insights from your data and translating these into improvements.
Many companies have an incredible amount of contact with their customers; via chats, telephone, e-mail, WhatsApp, etc. How can we convert all these customer interactions into the right insights and the corresponding actions that improve the customer experience and generate direct value for your organization? VANAD Engage (Joost van Ham) and Underlined (Marcel van der Marck) took MIE’21 participants along in the way in how we create value from all customer interactions through the correct use of Conversation Intelligence and Analytics.