Chris Danson has spent 25 years building technologies to help businesses better connect with their customers. As CTO of Mattersight, Chris Danson focuses on big data analytics and personality science. At Call to Loyalty 2016, he looks into his crystal ball and share with us some trends that he sees as impacting the call center and customer experience over the next 5 years.

1. The Future’s So Bright, I Gotta Wear Shades
Chris Danson
6 Trends Defining the Future of Customer
Experience

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Two Often Asked Questions
Wild Technology
Futures?
Where’s The
Food?

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Big Data Analytics: $187B Industry by 2019
Data
Analytics
Real-Time

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Call Center
Technology
Must Be
Amazing!!

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Call Centers: Not So Much
Themes: Low Sample Rate, Management Intuition, Reactive
LAA Routing
Multi-Path
IVRs
Call Logging
Not Listening
Manual
Surveys
Manual
QA &
Coaching

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… But,
The Future
is Bright!

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Six Important Analytics Technologies…

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Real-Time, Data-Driven Call Routing
Personality Pairing

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©2016 Mattersight Corporation. Mattersight Restricted Confidential Information.
Recent Events
Demographics
Lifestyle
Enhanced
Customer Rules
Individual Capacity/Utilization
Hourly/Daily/Weekly Performance
Situational Skill Strengths
Individualized
Employee Rules

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Leverage Big Data For Predictions
Predictive Algorithms

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Predictive Modeling Process & Areas
Overview
Key
Focus
Predict
CSAT and
complaints
Predictive
sales
Attrition
likelihood
Avoid first
call and
callbacks
Fraud
detection
Automatically
score 100%
of calls
immediately
after interacti
on
Identify
fraudsters
conducting
illicit activity
through the
contact center
Intelligently
manage the
sales funnel
with lead
scoring
and assignme
nt strategies
Predict
customer and
employee
churn and
enable
customized
outreach
campaigns.
Improve
business
processes
and adapt
routing
strategies.
Effort
metrics—
non-
interaction
time, distress
impact time,
transfer
destination.
Caller
biometrics
and acoustic
s—
voiceprints,
dialect, and
gender.
Lead
scoring—
personality
preferences,
engagement
level,
expression of
interest.
Emotion
scoring—
sentiment,
threats,
competitor
references.
Caller
history—
call clustering,
productive
interaction
tracking,
benchmark
tracking.
Record
Calls
in high
quality
stereo
Enrich
Data
up-to
1,000
variables
Predict
through
advanced
algorithms
Heatmaps
leverage to
drive for
performance

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Speech Analytics: $700M Industry by 2019
Trending Topics

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Why Survey When You Have Entire Conversation?
• Calls
• Avg. 250,000 calls per day
• 4 minutes active customer speech
• 650 words per call
• 162 million words from calls
• Surveys
• 3% survey response
• 9,000 responses per day
• 208 words per survey
• 187,000 words from surveys

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Trending Topics: Listening For Opportunity
Identifying contents and prevalence of multiword topics present in conversation in an unsupervised way.

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Gamification: $11B Industry by 2020
Gamification

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Leveraging The Best Of Game Theory
Points &
Badges
Games &
Time Trials
Challenges &
Leaderboards
Suggestions &
Surveys
Engaging videos,
audio clips, games,
& quizzes drive
agents learn topics
Activity scoring, points
tracking, email badges &
skill levels drive frequent
participation
Company directory,
peer challenges, in-app
rewards & leaderboards
motivate usage
Results: Across 225 employees, 65% of employees logged in and quizzed at
least 5 questions with average of 27 minutes per user within 14 days
Reminders, How to
apply suggestions,
& check-in surveys
reinforce learnings

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Artificial Intelligence: $11B Industry by 2024
Emotional Bots

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Augmenting Experience with Automated Agents
Sept 2015 – stable releases of voice
assistants from major companies
May 2015 – Dominos tweet
pizza emoji to order
July 2015 – Japan’s Henn na Hotel
staffed by humanoid robots
March 2016 – RBS Luvo
advanced ‘human’ AI to help
staff answer customer queries
April 2016 – Taco Bell order tacos by Slack
instant messaging with suggestions
April 2016 – Facebook’s
Springbot Shopping and
M Concierge Bots

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Wearable Tech: $34B Industry by 2020
Biometrics

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Understanding The Rhythm Of Your Agents
Call handling is a stressful job. What if you actually
monitored the real-time “pulse” of your agents?
Know when to intervene
and suggest breaks
Adjust workloads to
reduce physical stress
Alert managers when to
intervene and support

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Still With Me?
Almost There!

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Customer Value:
Better Connections
Business Value:
Higher Sales
Lower AHT
1
1
Personality
Pairing
Customer Value:
Reduce Surveys
Business Value:
Improve NPS &
CSAT
2
Predictive
Models
Customer Value:
Target Conversations
Business Value:
Winning Behaviors
Customer Value:
Improved Experience
Business Value:
Effective Channel
Customer Value:
Less Variability
Business Value:
Higher Performance
Customer Value:
Top Performance
Business Value:
Healthier
Employees
3
Trending
Topics
5
Emotional
Bots
6
Biometrics
4
Gamification
Best Path: A Business Value Driven Journey

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Business Execution Is Key … Don’t Let IT Drive
Noise
Boredom
Bad Experience
Dry Data Lake
Privacy Invasion
Complex Scripting

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For Success, Be …
BIG…
with Data
BOLD…
with Analytics
Business Driven…
with Initiatives
Benefits Focused…
with Priorities

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Chris Danson
Chris.Danson@mattersight.com