Gerben de Boer | Customer Experience Expert Medallia

Gerben is een Customer Experience specialist. Met zijn ervaring bij Medallia klanten zoals Shell en LEGO weet hij als geen ander wat de uitdagingen én kansen zijn wanneer CX optimaal wordt ingezet.

Mijn sessie: Conversational Intelligence in the Digital Age: Unlock What Customers Really Want

Day-to-day interactions with your customers can offer valuable information about their expectations, providing teams with actionable insight to exceed them. But to capitalize on this opportunity, you must first capture the right data. These analytics can reduce contact center costs, increase CSAT and NPS, improve agent retention, boost early detection of customer pains, and more.

Hear from Gerben de Boer Customer Experience Specialist at Medallia to learn:

• The impact that conversational intelligence can have on contact center operations
• How leaders utilize conversational intelligence to optimize their customer experience
• Three steps you can implement to capture and act on your conversational data