Understanding and addressing customer intent is paramount for delivering seamless and personalized experiences. With vast amounts of unstructured data from contact centre transcripts, reviews, and social media often going untouched, Voice of the Customer (VoC) data is often relied upon. Combining VoC data with unstructured data gives more visibility into customer needs and desires and illuminates opportunities for service improvement.

Powered by AI algorithms tapping into structured and, critically, unstructured data, sentiment analysis offers contact centers and CX professionals invaluable insights into customer emotions and preferences, enabling them to anticipate needs and proactively address potential pain points in the customer journey.  

Bank-al-Etihad, recognized for leading CX innovation in the MENA region with a Net Promoter Score (NPS) of over sixty, exemplifies this approach. The bank measures extensive customer data, including every interaction, online reviews, and social media feedback. This unstructured feedback, paired with tens of thousands of survey responses, forms a 360-degree view of the customer, highlighting CX improvement opportunities and facilitating deeper customer relationships. By centralizing this data, Bank-al-Etihad ensures all stakeholders have access, promoting a customer-centric culture. 

In this session, we are joined by Ledi Lapaj, Director of Customer Experience at Bank-al-Etihad, who will delve into the transformative potential of sentiment analysis in deciphering customer intent and facilitating recommended actions to ensure a fluid and enriching customer experience. 

Attendees to this session will learn:

• How sentiment analysis can optimise CX: Gain a comprehensive understanding of how sentiment analysis technologies leverage natural language processing (NLP) and machine learning to analyze customer interactions and unstructured data in real-time, deciphering underlying emotions and intentions to drive actionable insights for contact center agents.
• Strategies for integrating sentiment analysis into customer service workflows: Explore practical approaches for seamlessly integrating sentiment analysis tools into existing contact center systems and processes, leveraging customer sentiment data to inform agent interactions, personalize engagement, and prioritize responses based on customer needs and urgency.
• Leveraging sentiment-driven insights to drive continuous improvement: Discover how contact centers can harness sentiment analysis data to identify trends, patterns, and pain points across customer journeys, enabling them to iteratively refine service offerings, optimize operational processes, and cultivate deeper customer relationships over time.

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In today’s digital-first landscape, customers demand seamless, efficient, and personalized interactions across multiple channels. However, many organizations struggle to provide consistent customer service experiences, especially when customers switch from self-service to live support.

In this session, Devin Poole, Senior Product Marketing Manager at Coveo, will delve into the critical challenges faced in the omnichannel world and explore best practices for using AI-powered search and generative answering to overcome these obstacles.

Attendees will learn:

• Challenges in omnichannel customer service: Understand the common hurdles organizations face in delivering consistent experiences across multiple channels.
• AI-powered solutions: Learn how AI-driven search and generative answering can enhance self-service capabilities and provide seamless transitions to live support.
• Best practices for implementation: Gain insights into the best practices for integrating AI technologies to create a connected and personalized customer journey.

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Big Bus Tours has revolutionized its contact center operations, transforming a traditional service model into a dynamic profit center. By adopting a hands-on approach with its BPO 'Hub' and integrating cutting-edge generative AI technologies, Big Bus Tours has not only streamlined customer service but also enhanced sales capabilities and agent satisfaction.

Ollie Wildeman, Customer Satisfaction Manager at Big Bus Tours, will share insights on how a core team of 20 agents, augmented with temporary staff during high season, has evolved beyond just handling customer service. With dedicated sales training and a commission structure, agents are now empowered to drive revenue directly from the contact center.

The implementation of generative AI has been a game-changer. By deflecting 80% of inbound calls, primarily straightforward queries about timetables, Big Bus Tours has significantly reduced spending on productive hours while simultaneously increasing sales from the contact center. This panel session will feature Ollie Wildeman and Anna Startseva, Director of Product Marketing at Freshworks, as we delve into the challenges and successes of this transformation journey, offering practical insights for other organizations looking to optimize their contact center operations.

Attendees will learn:

• Integrating sales into customer service: Learn how to develop and incentivize your contact center team to handle both service and sales, driving additional revenue while maintaining high customer satisfaction.
• Leveraging generative AI: Understand the benefits and implementation challenges of generative AI tools, and how these technologies can deflect routine queries, reduce operational costs, and enhance agent efficiency.
• Achieving seamless AI rollout: Gain insights into the phased rollout process of AI integration, including the necessary testing, platform rebuilding, and strategies to ensure agent and customer buy-in.

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