Conversational analytics are quickly emerging as a table-stakes investment for today’s contact centres. To truly understand the needs, pain points, and expectations of customers, brands need to dive into the discussions held on a daily basis. Through natural language processing, conversational analytics allow users to unlock incredible value from voice data.
Conversational analytics is set to grow to a value of around $32.62 billion by 2030, as business leaders aim to understand the sentiment and intent in discussions. However, like any new technology, conversational analysis can be a confusing concept to beginners.
One of the best ways to learn about the potential of this solution, and begin planning a strategy for success, is to attend CX events with a focus on analysis. Here are some of the best events, conferences, and expos organizations can attend to improve their understanding in 2022 and 2023.
Customer Focused Contact Centres
October 7, 2022, One America Square, London
Hosted in London, on October the 7th, “Customer Focused Contact Centres” is an event committed to making the contact centre more human-centric. Connecting around 25 representatives from leading businesses in the CX landscape, this conference gives businesses a behind-the-scenes insight into the latest trends in customer service and support.
Discussing some of the top priorities of organisations today, like 360-gree insights and the rise of AI technology, this event is sure to be one of the most valuable for those interested in conversational analytics. Not only will business leaders get a chance to learn more about the power of data in the contact centre, but they’ll also collect top tips for success in dealing with common challenges.
The event aims to cover everything from how to build company cultures to dealing with operational inefficiency issues. Businesses are sure to walk away with a great plan for conversational analytics, with plenty of data about how to use the latest tools on the market.
ICMI Contact Centre Expo
October 24-27 2022, Orlando, Florida
The International Customer Management Institute hosts highly anticipated events every year for those in the customer experience economy. The three-day contact centre expo is a must-attend for businesses planning on expanding their CX strategy with new technologies and initiatives. Here, attendees can learn all about the latest trends in the customer service space.
ICMI looks at various ways business leaders can improve customer satisfaction scores and outshine the competition. Visitors are sure to find plenty of opportunities to learn about conversational analytics, as well as the larger role AI is beginning to play in customer service. Brands may even discover how to create their own chatbots and virtual agents based on conversational analysis.
The conference also offers fantastic opportunities to learn from business leaders, network with peers, and discover some of the top performers in the CX space. There’s even a fantastic award ceremony for some of the most innovative providers.
Customer Experience Live
November 8-9, 2022, Grand Hotel, Birmingham
The Customer Experience “Live Show” in 2022 is a fantastic opportunity for business leaders to expand their knowledge about cloudification in the contact centre, digital CX, and more. Defined as one of the top digital CX strategy events in the region, this conference hosts hundreds of minds from contact centre and CX landscapes every year.
The keynotes scheduled for 2022 aim to cover a number of topic trending topics, from digital transformation to the rise of artificial intelligence. There’ll be plenty of opportunities to learn about conversational analytics, and even examine some of the latest tools on offer from market-leading vendors. Plus, there’s a fantastic award ceremony each year.
For 2022, some of the main topics covered at the event will include “human centric” conversations and “empathy”, which are both strongly connected to the conversational analytics space.
CXN Live: Digital CX 2022
November 8-9, 2022, Online
Conversational analytics and digital customer experience strategies often go hand-in-hand for business leaders keen to upgrade their strategy for the future of customer service. CXN Live “Digital CX”, hosted by the Customer Experience Network, provides an excellent learning opportunity for brand innovators.
This year, the event, which takes place online, will look at concepts like utilizing customer journey mapping to identify issues with the customer journey, and leveraging customer sentiment with feedback analysis. The event also aims to discuss topics like how companies can leverage data generated to improve empathy and personalisation.
This event is sure to be a fantastic chance for companies to learn more about the potential of data in the CX landscape, and how they can utilise AI tools to their advantage. There are even sessions on building tools for customer self-service.
CX Summit 2023
TBA, 2023, Online
Ideal for business leaders looking to start the new year off on the right track, the CX Summit 2023 is perfect for learning everything there is to know about customer experience trends. Every year, this phenomenal digital event provides exclusive content and behind-the-scenes insights into important topics. Exploring critical factors like AI and data in the CX world, this summit is a great learning opportunity for business leaders.
With various educational tracks, keynote speeches, and networking sessions to take advantage of, companies can plan their own event experience from start to finish. The virtual expo also makes sure organisations can get a complete overview of some of the top tools for conversational analysis available on the market for 2023 and beyond.
There are even awards to win for the most impressive CX leaders, and overviews of the top products available, to help businesses make better decisions about where to invest in the future of conversational analytics.
