The power of customer data is all around us, and this unfiltered opening keynote will prove just that. Join CEI analysts Brian Cantor and Christine Ducey as they offer an unscripted, live, possibly controversial take on some hot, real-world topics in customer engagement – Taylor Swift’s record-breaking new album, the highs and lows of the Tesla customer experience, influencer marketing, authenticity, failed examples of personalization, and more. Along the way, they’ll reveal questions you can ask – and lessons you can adopt – as you work to elevate your customer intelligence strategy.

According to Deloitte our world is now clearly defined not as “human vs. machine”, or even “human+machine”, but rather as “human with machine.” Most businesses are in the early stages of recognizing the full opportunity of ML (machine learning) and AI (artificial intelligence) to drive real value and measurable ROI in their day to day processes. The contact center, however, is an exception.

This session will take a look at AI-driven analytics and behavioral models specifically built to improve CX and customer satisfaction in the contact center. The ability to capture, analyze and measure every single customer interaction has never been greater – or more necessary. Machine learning enables brands to measure the KPIs such as sentiment, call length, and, average handle time (AHT), that impact overall CX.

 This session will provide you with 3 takeaways about how AI-driven data enables better CX:

- ability to improve overall agent performance via behavioral analysis

- ability to improve coaching effectiveness and performance

- ability to identify root causes and capture relevant insights for complete performance.

You can’t fix what you don’t know is broken. You can’t connect with customers if you can’t understand them. You can’t achieve new success if you can’t spot opportunities. These adages confirm the enduring importance of customer intelligence. Unfortunately, knowledge of their importance is not translating into action.

More than 90% of companies confirm challenges with their customer intelligence strategies. It should come as no surprise, therefore, that brands are struggling to eliminate frequent pain points, orchestrate better journeys, or achieve more personalized interactions.

In this opening keynote, CEI analysts Brian Cantor and Christine Ducey will share research on the state of customer intelligence ahead of 2023. They will reveal the new standard of data needed to connect with customers, roadblocks that prevent companies from collecting and analyzing what they need, and opportunities for not only fixing those problems but harnessing data to create unforgettable customer journeys.