Companies that rely on solicited feedback like NPS or CSAT surveys as their only source of customer experience data are going to be left behind. Your customers already give you rich, actionable feedback thousands of times a day, and you don’t even have to ask for it.
It’s contained in the organic conversations that take place on the phone in your contact center, via chat on your website or in your app, or even on social media and third-party ratings and review.
This paper explains why Conversational Analytics is critical to understanding the customer experience and outlines the relative value of the most common and high-volume channels.