HITT- Survey Strategies and Customer Experience- July 16, 2024
Introduction
Your comments and questions are welcome in the chat window today for our live q and a following our live presentation.
Today’s HIT training is all about survey strategies.
They’ve become the go to tool for capturing vital insights from both customers and employees all in today’s dynamic business landscape. Now understanding these voices is critical for success.
But are we truly hearing what’s being said, or are critical truths being lost to digital misrepresentation?
Well, today, Telarus VP of customer experience, Samantha Nelson, joins us live with training to bridge the gap between what respondents say and what they truly mean. Sam, always a treat to have you here. Welcome back to the Tuesday call.
Thanks, Doug. Super excited to be here, especially being live this time. Woo hoo.
Alright.
Let’s head into it, I suppose. Right? Absolutely. So awesome. Let me go ahead and bring up my stuff.
Importance of Surveys in Today’s Business Landscape
Okay. So survey says absolutely nothing. Decoding the digital disconnect. Okay. This is one of my favorite topics.
And, of course, folks, like, I’m gonna be super dynamic on this call. If you wanna ask questions, please ask questions. You know how I love having a dynamic environment.
Let’s make sure to keep this conversation lively.
Hey. Hey, everybody. Shout out to everyone in the chat. So this is really interesting. So survey says, meaning surveys. Okay. Think about the last time that you actually filled out a survey, and cost other customers are feeling kind of the same fatigue.
Okay? And so what I wanna do is talk about why we’re even touching the subject.
First off, few things. First off, this digital transformation transformation acceleration need some coffee today, more coffee.
We’re seeing the shift in digital transformation. Right? We’re seeing more digital doorsteps. We’re seeing more companies focus on what the digital experience looks like. And so as a result, they’re figuring, okay. Well, if I’m working on my digital experience, I can also ask for feedback digitally.
Shift in Digital Transformation
And on top of that, we have super, super high expectations as customers. That’s just who we are in nature. Right? Like, pre pandemic, maybe not many of us used things like DoorDash. We didn’t think too much about getting our packages the same day. But now there are options.
Right? And a plug for Amazon Prime Day, like buying stuff that you probably don’t need, but it’s recommending stuff to you based on all your search options. Right? And so we expect all of those things to get to our doorstep within, like, the next few hours.
Right? And, like, don’t lie. Don’t be in denial. I know there are some of you out there, myself included, who will add random things like paper towels to the box, to get the box by five PM today.
Right? And so those kinds of expectations, are things that businesses today are trying to stay on top of. And it’s really, really difficult to, capture a lot of that feedback in order to meet those expectations.
And then we talk about this rise of personalization. Right? So I’m talking about this point right here.
Rise of Personalization and AI
Personalization is really key, especially now with the rise of AI. Right? We’re now starting to see in our, social media feeds, if you’ve opened it up today, you probably saw something, like an ad of something that you were probably just talking about or you were, just googling the other day.
That’s not by mistake, folks.
People are looking at your algorithm, and they’re feeding you things. Right? And, the last thing is that my inbox totally agrees. Let me explain that. Is that, I would never leave my inbox with that many unread messages in it. That gives me heartburn. But I do get several messages about surveys.
Challenges in Survey Functionality
In fact, I got one the other day, that where a customer wanted to add survey, functionality to their core contact center offering, but they wanted to be able to modify the results because the surveys were confusing and they wanted to correct customer answers.
So there’s a lot to unpack here. Right? So this is why we’re gonna talk about it right now. I’m gonna kinda demystify the whole survey situation.
Understanding the Purpose of Surveys
So for those of you who don’t know, like, what a survey is, like, formally, it’s a study. Right? And it involves collecting data, and then coming up with an analysis of that data. And the way that businesses are using the surveys, is that they are analyzing them, coming up with their insights, and then making supposedly data driven decisions.
Right? And so with that said, what are they used for? Right? In relation to CX or customer experience, it’s used for quite a few things.
Right? It’s to further shape the customer experience, of course. Right? We as humans love doing business with those that are easy to do business with and businesses that we like.
Right? And so in addition to shaping what the customer journey or experience looks like, they want to be able to track things like brand sentiment. Right? And sentiment meaning how do we feel about the brand.
Right? Do we associate a happy face, a laughing face, whatever it is. Right?
And then we also, as businesses, want to identify who those dissatisfied customers are. We want to proactively reach out to them or we want to maybe fix, a piece of the process that might be broken. And the last thing, I put a little exclamation here, this is super important, is to measure customer service or sales team performance. And that’s something that a lot of businesses are leveraging survey data for is, okay.
Right. How are we performing? How are our hold times? How are we going to decrease them?
Or, how many, right, lead conversions did we get? What’s our lead conversion rate? And how can we improve that based on the feedback that we receive from things like surveys? And so, I wanna look at three key metrics that customers your customers or businesses really care about with regard to the purpose behind surveys.
Key Metrics in Survey Analysis
Right? So one metric number one is CSAT. It’s the most common. You probably heard of it.
CSAT, c s a t. It stands for customer satisfaction.
And, essentially, it’s okay. How satisfied were you with your experience? It’s a very simple equation. It’s right here.
It’s CSAT, and it’s the positive responses divided by the total responses times a hundred to get your percentage. It’s very, very straightforward. Right? How much, are people satisfied?
Fifty percent, seventy percent of people are satisfied with the experience next one oh, oh, actually, you know what? I wanna give you an example. This is a good example. I’m gonna turn like weather girl for a second.
Okay. So CSAT score. Okay? Just an example of, like, how this is calculated because you’re probably thinking, well, Sam, not everybody says I like it or I don’t like it.
Right? There’s always, like, the in between. And so when you calculate, like, from a scale of very satisfied all the way down to very dissatisfied, here’s what it looks like. Right?
That’s how we calculate a CSAT score of forty eight percent because we’ve surveyed a total of twenty five people and then we break that down percentage wise and then make that calculation to come up with that forty eight percent. And you could totally steal all the calculators out there. They’re all online. I personally Googled this one myself.
So if you wanna play around with it, it’s totally doable. K? Alright. Back to not weather girl.
Customer Effort Score and its Calculation
Alright. So metric number two, net promoter score, NPS.
This is the question that sounds like how likely are you to recommend x, whether that’s a product, a company, service, to a friend or a colleague? Now what’s really cool is that two thirds of the Fortune one hundred actually uses NPS to measure customer loyalty.
So it’s really, really popular, and here’s how it’s calculated. Okay? So NPS is the percentage of promoters.
Yeah. That’s that. Percentage of promoters divided by the percentage of detractors.
And let’s look at an example because this can get a little confusing. Right? So what are promoters? What are detractors?
When you see a scale up here of ten to zero, right, and I associate smiley faces here to make it really easy because I’m a visual learner as well, is let’s say we surveyed, two hundred people. Right? Ninety of them selected ten. Love it. Love it.
Fifty of them were like, it’s fine. Right? But then score six on, everyone else has a really unhappy face. And so the way that this algorithm breaks this down is one hundred of them with the big smiley face actually counts as promoters.
And then the passives, the yellows, that those are fifty. And then the detractors, the sad ones, are your fifty. And so you’re literally taking right? You’re taking the percentage of promoters out of the total two hundred and the percentage of detractors out of the total two hundred to get the net promoter score.
So that’s why when you go to a sir a particular store or you get a survey after and they say, hey. We would love for you to rate us a ten. Right? They don’t want you to rate them an eight or a six below.
Right? That’s where it stops is, like, that ten nine, and then after that, it drops off. Now some people might shorten this and do, like, a one through five instead because that’s so much easier. They’re gonna say every time, rate us a five because that’s really gonna help us and you put you in the bucket of promoters.
Right? That’s what they’re looking for. So just to give you an idea.
Understanding NPS Scores and Benchmarks
Okay.
What is a good NPS score? I wanna give you an idea across different verticals. And I already know I’m gonna get questions about, oh, can I have the slides after? Like, don’t worry.
Please reach out to me. It’s not a big deal. I’ll tell you where I got all this data. But what is a good NPS score?
Right? Well, NPS scores can be negative. Okay? You can be in the red as a business if you get a lot of really sad faces.
And we when we look at, like, what’s, you know, good, great, excellent, this is what kind of the spectrum looks like is, you know, anywhere from zero to thirty is, you know, you’re good and then you get to the great and then you get to the excellent. But let’s look at, you know, general consumer NPS ranking, net promoter score. And, again, this is limited data. Right?
And guess what? It was probably built off a survey, so it’s probably all made up anyways. But just to give you an idea. Okay?
So when we look at things like grocery, streaming media, retail, fast food, right, they’re all fairly in, like, the good category. Then you look at something like consumer payment that, like, nobody likes, of course. But just to give you an idea of sort of what the average looks like. And what’s cool is there are solutions out there that will actually help companies benchmark where they should be in relation to similar companies like theirs.
So it’s giving them an idea of where they need to be.
Okay.
Introduction to Customer Effort Score (CES)
The third one, it’s not as common, but it’s called customer effort score or CES. Now this is something that Gartner actually created in twenty ten, and it focuses primarily on the ease of interaction and accomplishing a resolution. So in other words, they give you a statement like company made it easy for me to resolve my issue. And what they do is they calculate it as so.
Percentage of positive responses divided by the total responses times a hundred. K? I know. Super confusing.
Let me give you an example. Alright. So at the top, to what extent do you agree or disagree with the following statement? The company made it easy for me to handle my issues.
And it’s super easy, right, from a red to a green, disagree to strongly agree. Let’s say we’ve got three hundred total responses, and we’re gonna talk again in, like, little emojis.
Let’s say two hundred of them said they were happy, hundred of them said they were sad. So here are the calculations.
Positive came out to sixty six percent, Negative came out to thirty three percent. So you take the percentages and you just subtract them, and you’ve got thirty three percent customer effort score. Now, again, the thing is because it’s so complex, not a lot of people use it. But, also, think about it.
It’s really rating individual interactions versus, like, hey. This is how I feel about the general brand. Right? And so just to sum it up, when we look at CSAT versus CES versus NPS, here are the different kind of questions that will help you figure out if a customer of yours is measuring first off, is measuring KPIs, but secondly, which ones that they may care most about based on what it sounds like.
Are you satisfied with? How easy was it? Would you recommend us dot dot dot. Right?
So that’s a good way to determine, potentially, if your customer is even using surveys at all.
Limitations of Surveys
Alright. Let’s talk about the reason why surveys don’t work well. K? Limitation number one, I think we all have experience with this, low response rates. Right? Like, when you get a survey like, when was the last time you filled out a survey? Think really, really hard about that.
A lot of businesses today are really struggling to even gather the data that they need, and the average response rates are super, super low.
When we look at things like website surveys, email surveys, text surveys are a little higher because it’s really easy to just pop a a pop a response back via text, right, in real time, but it’s still really, really low.
And what’s scary is that a lot of businesses are using this data that’s gathered from a very small pool of participants, to make data driven decisions. Right? Really big decisions too.
The next limitation is sample bias. So it’s really the most vocal critics. In other words, your super angry people and your super happy people, are typically the ones who are going to submit a survey. They’re what we call the most vocal critics.
Now the problem with that is that you’ve got what we call the forgotten middle. It’s the most important and largest group of a membership base. So that’s everyone between here and here. Okay?
And those are the folks that businesses want to get true feedback from. Again, the largest group and the most important because they don’t necessarily need to have a bad experience or a happy experience, to submit a survey. You wanna know how the day to day is going and what’s keeping them coming back, what’s keeping them loyal. Right?
Now the next limitation, there’s lack of nuance. K? So the, like, yeah. But you tell me you like it, but why?
Right?
I’ll tell you what. Nobody hardly anyone fills out the little box of tell us why you chose that rating. Right? It’s like I gave you my answer.
Go away. Right? And it also depends. It completely depends what’s going on, with that situation.
Right? Could be false positives, false negatives. And what’s interesting so Harvard Business Review did a study, and they found out that fifty two percent of people who had actively discouraged others from buying from a brand also said that they had recommended the brand before.
Right? Super interesting. So people can say, yeah. I love that brand because we had a good experience today.
Or you know what? I really don’t like this brand today because I had a really bad experience with customer service today. But tomorrow, I might like it again. Right?
And so there’s this really kind of difficult way of capturing people on a good day or a bad day or right? Like, things like that. And so what do you do? What do businesses do?
Leveraging Conversational Intelligence
Well, like, here’s the solution. It’s companies got to leverage. They have to leverage or start leveraging conversational intelligence. Okay?
And we’re talking conversational intelligence software products. Right? And they’re already put together out of the box. They can sit on top of on prem.
They could sit on top of cloud solutions. They’re not disruptive whatsoever.
Some of you are familiar with this whether that’s quality assurance, quality management tools, listening tools. Right? Literally, solutions that just sit on top, completely agnostic to whatever that company is using today will pick apart all those interactions. And what, essentially, businesses need to do at this point is leverage these two branches of AI.
Right? So one is your machine learning, which allows the company to ingest large volumes of conversations, right, to make, to find patterns, make predictions. And then, natural language processing or l NLP, which actually uses sort of the mathematical relationships between words and phrases, does that whole, like, beautiful mind thing, to figure out, you know, what’s the meaning of the language actually behind the conversation. Because there’s a big difference between me coming in to a conversation on the phone and saying, I just want to pay my bill, versus I just wanna pay my bill.
Right? It sounds so different.
Even though I said the same exact thing, it came out very differently. And so something like artificial intelligence is going to help with that. We have set we’ve helped several partners, helped several businesses, you know, pick and choose which solutions sit on top. But there are so many options, so many different models, proprietary offerings.
It’s a really almost a really big gray area. So, we’re here to help you kind of navigate the waters around that. So what’s the end result? Okay.
Leveraging Conversational Intelligence for Business
Well, it’s it’s leveraging something like conversational intelligence to process phrases to do, well, three things. Right? For businesses, it’s to determine the meaning, right, of all these interactions, conversations.
Organize the data into actual actionable insights. And then acting on those insights. Right? Those insights that are fairly accurate and able to capture. And what businesses are gonna do with all of these insights is these things, like identify trends, reduce churn, measure customer satisfaction, measure lead conversion rates, because what’s happening now in the industry is you’ve got a team of quality assurance people who are listening to all these calls or reading through all these texts and emails, and they’re scoring all these interactions.
Challenges with Human Analysis
Right? But the problem is that as a human, you can’t possibly analyze a million interactions in a month. Right? You can’t even possibly analyze a twenty minute conversation, right, within ten minutes.
Right? It’s not possible. And so if you have a machine that’s actually ingesting every single interaction that goes into a business, that takes into account the angry, the happy, that forgotten middle. Right?
And so, you know, it takes in that whole community and figuring out, okay, what are the most insightful things to look at and then make decisions based on real, real data. Right? And so, to help you navigate the waters, I wanna point you to the AI QSA, quick solution assessment.
AI QSA Quick Solution Assessment
It’ll help you ask the right questions. It’ll match the customer needs, right, with the best AI solutions. And the QA, QM conversation is in there, along with providers that we would recommend, for those particular solutions. And then this is my last slide. Y’all have seen this one before, but I just wanna put in a plug. So Telarus University, if you haven’t taken it yet, take the CS track. It includes not just this type of stuff, but also the generic, like, UC contact center core training, ancillary training, and then head to the AI track.
Telarus University and AI Track
So, RCX and AI solution architect Jason Lowe does a phenomenal AI track of AI basics. If you wanna learn a little bit more about, you know, LLM, ML, NLP, ABC, one, two, three, x, y, z, all that good stuff. And if you have any questions, you can always reach out to the folks admin at teleris university dot com. But, hopefully, this was super helpful. I know we wanna leave time for q and a. So I see some in the chat. But, Doug, did you want to chime in and ask any before we head into those?
Engaging Presentation and Survey
Fantastic presentation. This is so much fun. Just for the record, Chandler, our producer, begged me to include a survey in the middle of this, and I wouldn’t let him do it. So I stood up for you, Sam. No. He didn’t do that.
This is such fascinating data because we’re all just pounded by survey opportunities every day. Everybody wants these data, and not that many of us are willing to provide it in a way that the providers want. So this is this is absolutely amazing to think about. A couple of questions that came in from the, partners and will lead into a couple of other things as a result.
Survey as a Service and AI QSA
First of all, James asked the question, does Telarus offer, I like this name, survey as a service?
But then you immediately went into the AI QSA and the recommendations that it provides.
Talk just a little bit about that QSA because it’s a brand new situation that’s come out. We’ll talk about it a little bit later in the call. But what can that offer to our advisers who are trying to assess not only survey requirements, but other AI needs that partner that, their, customers may have?
AI QSA for Different Business Areas
Yes. That’s a great question. And it it’s not just limited to CX. Right? It actually covers all the different swim lanes when we look at things like, you know, cloud, cybersecurity, advanced networking, etcetera.
The beauty of the AI QSA is that based on the objective of the customer, which you would plug in, right, it’s going to literally guide you and the client to what providers are best fit for that particular situation, to address it.
Benefits of AI QSA for Businesses
Now what’s also cool is that it not only guides you, but it literally provides you with all the data that you could plug into resources for your clients. So whether that’s, you know, a leave behind document of why AI, and it goes into, you know, pretty extensive detail on, like, what components of that relate directly to the customer needs. So it’s really cool. I mean, if anything, try it out.
Play around with it. Figure out what’s what’s best for you. There’s also a lot of content in there that you could just, like, take and put into presentations and stuff and ebooks. So lot going on.
Challenges of Providing Data and Rewards
Vinny is offer often participating on this call, asked some great questions, and he asked a really good one. For all of the data that companies are trying to collect on us, most of the time, there isn’t much of a reward for offering those data.
Two weeks ago, I sold my soul to McDonald’s.
I vowed I would never download their app, because, you know, it gives them all the order information, my location information, all of these different things. I said, I’m just not gonna do it. I have too many apps. But the deals were just too good.
The prices are just too low. I’m passing McDonald’s every four and a half seconds. So I I eventually did this, and I’ve been kinda happy with it when I go there. But is there something about the rewards that should be offered to try to get us to more freely give up these data that all of these companies say they want?
Impact of Rewards on Survey Responses
I would say it’s an interesting strategy. I wouldn’t say personally, and this is like Sam speaking, it’s not the best strategy. Because, when you think about it, you’re only going to get the majority of responses from the people who want the rewards.
Right? And so if you have someone who wants all the rewards to buy stuff from the dollar menu, you’re basically feeding the people who are ordering off the dollar menu primarily. Right? And that’s the kind of survey you’re gonna get versus you want to get more information on the people buying the bigger value meals.
Not to stay on the topic of McDonald’s, but And that takes us back to one of the points that you made that was actually a little bit scary to me, and I think it is to most of us.
Many organizations are making significant decisions based on those limited data which are being collected from survey respondents who are willing to provide it.
Limited Data Collection and Decision Making
What do you think the overall impact is, to organizations, and how do we do a better job of letting them know that, hey. If you’re making decisions based on very limited data from selected group of respondents, what is that doing to your organization? How do we help that?
Yeah. It’s really it’s a really, really scary statistic. Right? Because the reality is businesses are only analyzing about two to three percent of interactions that even come into the business.
The Importance of Customer Feedback
And if they’re making really, really big decisions around just that two to three percent of the customer voice, then they’re not actually addressing the needs or wants of their customer base. And that alone, that stat alone should absolutely terrify every single business out there today. If they’re not asking for feedback and putting that into motion, but even more importantly, how much feedback are they actually getting to base their data off of? We’ve all done this since, like, kindergarten.
Right? Like, you tell me something’s true and you’re like, well, back it up. Back it up with facts. Right?
And they go, oh, well, it’s only based on two to three percent of the customer voice that we’re capturing. Well, then how do you know that’s accurate? Right? It could be, a bunch of people who just had a bad day that day.
Right? And it tie it starts to tie into other things of, okay. Was that person angry because of sales performance of an employee, right, or customer service performance of an employee? So a lot of different things to think of when we look at that big ball of spaghetti.
Interpreting Customer Data and Nuances
You you brought up a a terrific, point about the nuances that are involved in data. So many times we provide the actual data, but it can be misinterpreted in so many ways. And some of the value of new AI technology and software that’s available is being able to track down those nuances. And I love the example about I just wanna pay my bill or I just wanna pay my bill.
Two completely different situations that need to be handled very differently. But if it’s just those data that are coming in, the company is going to interpret it in whatever way is most convenient for them.
It seems to me that this is a great opener for discussions about not only conversational AI, but other aspects of a business that could put our advisers in front of their clients.
Using Conversational AI for Business Insights
Mhmm. Absolutely. And it starts with questions like, how are you measuring customer satisfaction?
And asking that how question is really crucial because if they’re not, they’ll usually say, well, I’m not or should I be? And that’s where you can come in and give some of these examples of, hey. You’re making data driven decisions on, like, this much, right, of the customer voice. I’m starting to see these plugs in the chat. I love this.
Yep. They’re coming in. Nice job, Sam.
Yeah. Right?
I got Scott. I’m sorry. Scott put that in there.
Yeah. There’s one question in there, though, from John. Is this standalone, and is this available? Yes. There are several solutions that are stand alone that are available internationally.
And good point, Barry. You don’t answer surveys because there’s no reward. Right? But how do we get you to? And that’s what businesses are trying to figure out. Or you know what? They don’t get you to fill them out at all because they have a tool that’s automatically going to assess your interaction with the business.
We got a, comment again from Vinay. He said, the automated bot request for how was your experience buying this or that is becoming kind of a nuisance.
I think so many folks who provide goods and services out there are worried that they’re adding to that noise as opposed to eliciting the data that will really help them.
Are there ways where, surveys can be made to be more enjoyable or the relevance of those surveys can be better communicated to those who take them?
Challenges of Traditional Surveys
Oh, gosh. I wish. Unfortunately, there’s just this aura, this vibe around surveys in general. Right?
Where now we hear the word survey, and we’re like, I don’t have time for that. I don’t wanna do that. Right? What what’s in it for me as a needy consumer?
What’s in it for me? And so the whole goal behind this conversation is don’t do them, or maybe do them for a very specific subset on a very particular campaign, but generally, don’t do it because you don’t have to do them anymore. Right? There are tools out there now that capture the voice of the customer automatically.
And so that’s what we’re trying to educate the industry on is you can still capture the voice of the customer without asking the customer directly to take time out of their day to fill out a survey. That’s really it.
Customer Effect Scores (CES) and First Call Resolution
Wanted to go back to the metrics for a second that you brought up. I think most of us understand, CSAT, the customer satisfaction metric, the net promoter score. We tend to see those and get, involved with those quite a bit. But the customer effect scores, CES, was something that was somewhat new to me. Can we talk just a little bit more about that and clarify how that works?
Yeah. Absolutely. So, again, Gartner came up with this in twenty ten, and it asks customers how easy an interaction was. And the problem with this, though, is that it’s focused on a very specific interaction.
Right? And so when companies are trying to determine let’s say, let’s say it’s an ecommerce company and they want to determine, their speed to first call resolution. First call resolution meaning the customer gets their issue resolved on the very first call or interaction.
Right?
They want to determine if that interaction was easy because the more they increase that first call resolution, it said that the more happy your customers are. Right? If I don’t have to call back or reach back out, if I get my stuff done in one one fell swoop, it’s way easier for me. Right? And so the other two don’t necessarily the other two meaning the two metrics, CSAT and NPS, don’t necessarily measure on an interaction basis. What CES does is it takes a very specific type of interaction and ask customers to measure how easy it was to do business in that particular topic or interaction. So it’s just an easier way for businesses to almost isolate particular use cases within the business, if that makes sense.
In-depth Surveys and Insights
Harry actually brings up a great question here in the chat as well. So many of the, surveys that we’re seeing and data collection points are very short in nature and very to the point for obvious reasons. But are there examples of companies or even, these providers who are offering more in-depth surveys for those that would really like to give detailed feedback or rewarding customers for doing those?
It’s a great question. When we look at rewarding customers, again, we’re kind of stepping into that realm. Right? Like, we don’t wanna get the wrong people giving us feedback as businesses.
Rather, what these types of solutions are doing is they’re going more in-depth in terms of what businesses can do about the data. Right? So not only are they surfacing the right insights, but they are providing actions that they can take based on the insights they’re receiving. For example, if they’re noticing that a call is taking a really long time, why is it taking a long time?
Is it because the agent helping them was not able to navigate to the right screen? Right? Or was it because, of a language barrier? Or was it because the the agent asked the wrong questions or provided the wrong data and then had to right?
So, like, it can get as granular as is it the person’s fault? Is it a system error? Is it, you know, what is it? Right?
Were there, like, roosters in the background, the customer. Right? It’s a little things like that. Right?
I mean, you we don’t know. Right? The natural nature’s alarm clock. Right? And so, all those different things are things that these tools can actually pick up.
So, again, it’s not just about the insights, but also what can you do about them and prescribing to businesses what to do. It it’s really neat. It’s fascinating. Almost scary.
Fascinating, though.
Data Mining and Actionable Insights
And just to finish this out here, Pete made a great comment about, you know, we have a lot of these, platforms that are out there being used to collect these data.
Some of them he’s talking about AI data mining versus the voluntary, submission of information in response to a survey as opposed to data mining that goes on. How much of that are you seeing out there in the marketplace in terms of all of the peripheral things that we do from which AI is mining that data and turning it into responses that maybe we didn’t give up voluntarily?
Yeah. Yeah. Yeah. That’s a it’s a great question, and I was actually just reading it as well.
And data mining. Gosh. There’s so much to unpack there. It’s like, data mining is great, but in in, kind of when you think about, like, actions, right, and your data mining, what are you actually gonna do with those those things?
What are you gonna do with the data itself? And I think that’s the big question. Right? Is everyone can do a data mining initiative.
Right? That’s great. But how do you organize it in a way that’s actionable?
And and this nuance and context to those.
Organizing Data for Actionable Insights
Right. Tonality, things like that. And the last thing that Pete asked was, you know, how does this kind of fit into the larger CCaaS players as opposed to these other ones who just sit on top? They’re all trying to go after the same thing, folks, and that’s why, like, we’re happy to help guide you and your client, toward the right solution because there are a lot of options out there.
That’s why we’ve got three dedicated CX solution architects to this practice area. So reach out to one of us. Happy to have the conversation. Me as well.
Don’t be a stranger. S nelson at teleris dot com. And I’m more than happy to have the discussion.
Sam, terrific presentation. I’m gonna have to end it there today, but, so many questions. Sam will continue to be here. If you’ve got additional questions, go ahead and throw them in the chat. She’ll be happy to respond to that.