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.