Unlocking the Value of Customer Feedback
- Text Analytics/ Voice of the Customer Projects
- Call Center Analytics
- Website Instrumentalization
11th June 2019 | 09:30
"Kostis Palamas" Cultural Center
Any business that wishes to provide advanced Customer Experience, as well as relevant, valuable and actionable insights, needs to utilize Text Analytics for mining Voice of the Customer feedback and complaints, while in parallel navigate the Customer Journey through a 360-degree view.
There is a proliferation of unstructured data laying in different sources and coming into organizations through a variety of channels. Today, customers are voicing their preferences, problems, concerns, issues and accolades in the form of customer feedback, survey responses, social media conversations, blogs, documents and more. However, going manually through the haystack to find the needle is an insurmountable, unrealistic task to complete.
Analytics is now commonly recognized as a need to improve business decisions and insights as well as to drive more efficient operations. Text Analytics comes into play by adding depth, meaning, and intelligence to any organization’s most underutilized resource - The Text - unlocking enormous valuable information.
Participation is for free. Don't miss the opportunity to meet the Experts.
Registration is required.
Under the auspices of:
|Voice of the Customer, Customer Experience Manager - Piraeus Bank|
|09:30 - 10:00|
Registration & Welcome Coffee
|10:00 - 10:15|
Nikos Tsekouras, General Manager - Analytical View
|10:15 - 10:35|
Using Analytics to boost Emotional Intelligence and optimize Customer Experience
|Voice of the Customer|
|10:35 - 10:50|
Voice of the Customer Project: From Vision to Execution
|10.50 – 11:20|
Voice of the Customer Use Cases:
|11:20 - 11:35|
Coffee Break & Networking
|Call Center Analytics - Use Cases|
|11:35 - 11:55||- Optimize Customer Care Operations|
Reduce Average Issue Handling Time & Repeat Faults through Text Analytics & Process Mining
- Improve Customer Experience
Better understand customer feedback on service through Text & Sentiment Analytics, optimize customer journey scenarios & messaging.
- Generate Additional Insights for Customer Experience Management
Better understand customer churn or offer refusal reasons through Text Analytics & Data Mining Early identification of competitive threats
- Customer Channels Optimization
Forecast how many resources are needed by location & time for care centers through statistical forecasting Optimize staff schedules and rotation.
|Customer Intelligence 360 - Reacting|
|11:55 - 12:15|
Easy Webpage Instrumentalization for capturing the browsing behavior with SAS CI 360
|12:15 - 13:15|
Moderator: Markos Fragkoulopoulos, Deputy General Sales & Marketing Director - Interamerican
Lunch & Networking