Overview
Join Brad Fitzsackley, Transformation Specialist at Markerstudy Group, as he shares how one of the UK's largest general insurers used NiCE Nexidia to uncover a customer vulnerability gap they didn't know existed, and turned that visibility into measurable outcomes.
Learn how Markerstudy moved beyond guesswork to identify vulnerable customers at scale, retrain agents around what the data revealed, and more than double first-call resolution on customer complaints using Nexidia's voice analytics and reporting.
In this session, you'll learn how to:
- Use Nexidia's voice analytics to size a problem you didn't know you had
- Turn hidden customer needs into concrete agent coaching and training
- Track CX outcomes over time to prove the impact of change
- Strengthen first call resolution to give customers a better, faster path to answers
- Build reporting that lets you pull the answers you need, when you need them
Whether you're looking to better serve vulnerable customers, strengthen first call resolution, or build a stronger case for voice analytics investment, this customer-led session offers a real-world example of Nexidia data driving both better business outcomes and a better customer experience.