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3 Ways Machine Learning Will Transform Your VoC Strategy - CSSummit18

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Presented by Jessica Pfeifer, Chief Customer Officer at Wootric, at Customer Success Summit 2018, Track 2.
Voice of the Customer feedback exists in many channels, not just in your surveys. Learn how best-in-class companies use machine learning to consolidate all the qualitative inputs into meaningful insights.

Publicada em: Software
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3 Ways Machine Learning Will Transform Your VoC Strategy - CSSummit18

  1. 1. 3 Ways Machine Learning will Completely Transform your VOC strategy Jessica Pfeifer CCO and Co-Founder, Wootric
  2. 2. Modern Customer Feedback Management Micro-surveys and AI driven customer insights
  3. 3. Whoever understands the customer best wins.
  4. 4. Key Takeaways • VoC is everywhere • Machine Learning meets the challenge Customers have changed the feedback landscape Your mobile app needs work. I can't access the reports I need to....
  5. 5. Feedback is Siloed
  6. 6. ?
  7. 7. Machine Learning.
  8. 8. Transformation #1: Hear from more Customers • ML let’s us design interactions that customers enjoy  Micro surveys that keep customers engaged, and responding  Open qualitative! Yes! • Provides a more representative pulse on your customer  Richer data for you to act on Transformation #1: Hear from more Customers
  9. 9. Transformation #2: Deep Analysis in Real-Time • Brings qualitative classification by Themes and Sentiment on par with quantitative/behavioral tracking (food delivery example, CXI dashboard) Transformation #2: Deep Analysis in Real-Time
  10. 10. Transformation #3: Opening up to a Holistic View • Some of you may worry this is opening pandora’s box..but you don’t have to be overwhelmed! (proactive feedback) Both to ask proactively for feedback and to use the other sources. You can be a more strategic partner, more intelligent decisions, not missing the things that will help/hinder. By definition this holistic view integrates this technology with that you already use, for example bringing critical feedback into Totango so teams can quickly route and act on pressing customer issues. So imagine you have this holistic view, … Example: End User Feedback on your to-do list? Go for it! (QBR SaaS business) The visionary thinkers here can see the benefits of this. If you could have it all without that overwhelming resource requirement Transformation #3:
  11. 11. Transformation #3: Opening up to a Holistic View • Some of you may worry this is opening pandora’s box..but you don’t have to be overwhelmed! (proactive feedback) Both to ask proactively for feedback and to use the other sources. You can be a more strategic partner, more intelligent decisions, not missing the things that will help/hinder. By definition this holistic view integrates this technology with that you already use, for example bringing critical feedback into Totango so teams can quickly route and act on pressing customer issues. So imagine you have this holistic view, … Example: End User Feedback on your to-do list? Go for it! (QBR SaaS business) The visionary thinkers here can see the benefits of this. If you could have it all without that overwhelming resource requirement …Opening up to a Holistic View
  12. 12. • VoC is everywhere • Machine Learning meets the challenge
  13. 13. Machine Learning
  14. 14. Key Takeaways • VoC is everywhere • Machine Learning meets the challenge
  15. 15. Thank you! Find Wootric in the Expo Hall or email me! jessica@wootric.com

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