Get inspired by the transformative power of AI in accelerating business evolution. Discover how organizations are leveraging CX purpose-built AI to revolutionize their CX applications and processes and gain deeper insights into customer needs, behaviors, and characteristics.
Transforming Quality into Voice Intelligence - Realtor.com
Realtor.com has spent the last 2 years transforming its view of Consumer Experience Quality from a compliance-only focus to a forward-thinking, data-backed analysis that not only ensures compliance but identifies ways to drive revenue. Join this session and learn about this new approach, called Voice Intelligence, that had a strategic impact on their business.
Turning Complaints into Customer Success with AI - Hyundai Capital America
Discover how Hyundai Capital America turned a record number of customer complaints into customer delight using AI for root cause and sentiment analysis, alongside behavior-based coaching. Attend this session to gain valuable insights and best practices applicable to fostering improved customer satisfaction.
Driving Contact Center Excellence Through AI-Powered Performance Coaching and Analytics - LexisNexis
Amid rising customer demands, contact centers strive for superior service at reduced costs. LexisNexis addressed this by embracing Enlighten AI for CSAT and AutoSummary, enhancing agent efficiency and quality management. This session will explore AI-driven feedback, data-driven coaching, and metric improvement. Learn how to transform contact centers for next-gen CX and operational excellence.
Open Network Exchange Cruises into Next-Gen QA with Enlighten AI - ONE
ONE implemented Enlighten AI with its more than 1,000 agents globally and began monitoring 100% of its customer interactions. Enlighten AI unlocks the ability to correlate specific agent behaviors with higher customer sentiment ratings, providing a roadmap for improvement. ONE started with four specific agent behaviors—demonstrating ownership, active listening, building rapport, and effective questioning—to better understand how those behaviors are tied to customer frustration, sentiment, and silent time during interactions. Within 90 days of implementation, the company had shifted the way it coaches its agents, saving a significant amount of time in the process.
A Journey Towards Customer-Centricity - Republic Services
Republic Services embarked on a significant cultural and operational transformation to prioritize the customer experience which they call “customer zeal”. Their goal was to modernize operations and find opportunities for automation to improve the agent experience. Learn how they achieved impressive results, including a reduction in negative sentiment, improved efficiency, and a substantial decrease in repeat calls, showcasing the power of data-driven strategies using Enlighten AI and analytics in elevating the customer experience.
Unlocking Success: Empowering Teams with Enlighten AI and Real-Time Interaction Guidance - Kaiser
Join us for the transformative journey of Kaiser Permanente Northern California Pharmacy’s Call Center. Discover how they harnessed the power of Enlighten AI and Real-Time Interaction Guidance (RTIG) to revolutionize customer satisfaction and elevate agent performance within a union workforce environment. Gain invaluable insights into their strategic approach, from defining essential agent soft skills to measuring tangible results. Delve into the challenges overcome, the innovative solutions employed, and the best practices that paved the way for a successful adoption and remarkable return on investment. Don't miss this opportunity to learn from real-world experiences and embark on your own path to success!