Andrew Lamrock

I just call to say I love you. How to track and measure emotion?

Emotion trumps the product and the price. But how to capture and measure customer experience? In June, Forrester’s researcher Megan Burns caused a bit of a stir during New York Forrester’s Forum For Customer Experience Professionals proclaiming, that among the three customer experience dimensions –...

6 things that Net Promoter Score won’t tell you (but conversation analytics will).

Net Promoter Score is a useful metric. It will indicate whether you have a problem but it won’t tell you what the problem is. That’s where the conversation analytics comes in. “I keep six honest serving-men (They taught me all I knew); Their names are…

How to do data analytics. A 101 crash course for CEOs who slept in.

You want to join the competitors and start analysing your data, but think it's too late to ask the basic questions? Worry not, this short compendium will guide you through the basics of data adoption for your company. By now, you can be sure that...

10 top predictions for the Contact Centre of 2020

With customer experience on everyone’s lips, the contact centre is about to undergo a major metamorphosis from an ugly duckling to the enterprise’s swan. Contact centres don’t always represent a shiny jewel in the company’s crown. However, as the pressure mounts on brands to offer...

A Beginner’s Guide to Conversation Analytics

Voice of the Customer is no longer a metaphor. A new wave of solutions allowing companies to literally hear and measure their business phone calls is here. This article is an introduction to conversation analytics. Speech analytics has been around for a while. Since its...

5 questions you have to answer before going omnichannel.

In a customer service obsessed era, the pressure is on to diversify and offer multiple contact points. Here are 5 fundamental questions you need to ask yourself before going omnichannel: Self-service, email, social media, web chat, live video and apps. With all that digital extravaganza...

Digital Business: Out With the Old, in With the New?

In the business world things are changing fast. They’re witnessing the convergence of traditional and digital channels and it is disrupting the way a business operates. But are we too quick to think that other traditional channels are to be disregarded? Digital business is the...

Conversation Analytics The Marketer’s Goldmine

It’s weird when you think about it. Billions of phone calls occur every year, month – even every second – yet the data from those calls are not fully utilised. Not even close. Important customer data such as key topics, trends, sentiment – emotion...

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