Jacqueline Mundkur

This panel discussion gathers years of experience in optimising CX through technology, and is your ultimate go-to session for learning what you need to know when it comes to investing in AI and picking your battles smartly. We will attempt to answer the following questions:

 

·         With plenty of solutions available in the market, if you had to choose one thing - where would you place your investment priority?

·         What are the greatest opportunities that this investment brings?

·         What are the common risks we can predict and avoid?

·         How do you make the case of aligning this investment to greater business objectives and secure cross-functional and cross-level support?

Conventional wisdom tells us that businesses should prioritise metrics over emotions, right? But what if your customers’ thoughts and feelings were a measurable data point? Customers are sounding off online like never before. And even more so, customers want to hear each other’s thoughts about your products and service – whether it’s good or bad.

 

This workshop-style session is designed to help you tap into customer sentiment analysis in order to make more informed business decisions and continuously improve your customer experience. Jacqueline will share with you takeaways from real life data captured and analysed from customer feedback and customer sentiment, including physical, as well as social blended scores and insights from telecom and retail backgrounds. Then, there will be a dedicated time to discuss a few arising questions and problems, giving you the knowledge to act on customer sentiment more effectively.