Analytics isn't something you buy, it is something that you do - Interview with Larry Skowronek, Vice President Product Management and Product Marketing at NICE, a worldwide leading provider of software solutions enabling organizations to improve customer experience, ensure compliance, fight financial crime, and safeguard people and assets. Larry joins me today to talk analytics and about some new technology that they have developed that can monitor interactions & provide a holistic view of the customer journey from start to finish, route inbound calls to the most appropriate representative through analyzing how the customer sounds and how they can track sentiment over time to enhance the customer experience and cater to evolving customer demands.
Punk CX: Customer Experience Insights with Adrian Swinscoe