In-Person Roundtable

Providing a seamless omnichannel customer
experience through Analytics.

Wednesday, 18th May 2022 06:30 PM - 08:00 PM

Sofitel BKC, Mumbai

Nothing can tell you more about your business than analyzing your customer calls. Call recordings are a gold mine of rich insights about customer satisfaction, customer churn, competitive intelligence, service issues, agent performance, and campaign effectiveness.

However, since the pandemic, the sheer volume of phone calls has exceeded the organizations’ ability to manually review and analyze them. Manual review can process only a fraction of calls using unsophisticated analysis. There must be a better way. For most organizations, there is neither the time nor the funds available to realistically analyze all existing communication channels. However, that doesn’t mean omnichannel failure. Speech analytics provides a way to “democratize data” across your technology landscape even when you cannot physically integrate your channels of communication. As a result, a business can learn from each of those interactions to create strong engagement strategies and drive business improvement.

Conversation analytics allows you to optimize omnichannel customer experience by capturing and analysing every interaction with your customers, regardless of channel (phone, email, chat, social media, or surveys). The most effective and comprehensive solutions ingest text-based interactions, as well as voice to support omnichannel experience insight with data driving root cause action.

The essence of capable conversation analytics is to accurately reveal meaning from the way customers and agents speak (contextual meaning) as well as how it was said (acoustic measures). Platforms that support chat, email, survey, and other text-based communications enable an organization to gather a complete perspective of customer behaviours, even for channel hoppers

This Roundtable will discuss on how speech analytics helps organizations to understand every touchpoint, giving customers the flexibility of using multiple channels. These customer insights can empower every part of your business from marketing to finance to operations.

Featured Speakers

Merlyn Kulkarni
Vice President- Analytics,
Anil Chawla
Verint India & SAARC
Prashant Pandey
Head - Analytics,
Abhishek Das
Director - Technology Transformation & Digital Risk Consulting - EMEIA region,
Shweta Srivastava
Head - CX,
Tata Cliq
Hari Shankar
Sr. VP - Customer Experience,
Future Generali India Insurance Company Limited
Rupa Mogaveera
Head Of Business Operations,
Aditya Birla Health Insurance Company Limited
Nilesh Borgharkar
Nilesh Borgharkar
VP Customer Operations,
People Interactive
Prakash Dadlani
Sr. Vice President - Customer Centricity,
Aditya Birla Group
Ajeet Jha
Deputy Vice President, Operational Risk Management Group,
Vishal Chugh
Vice President, Operations,
Edelweiss Tokio Life
Ajesh Kumar
Ajesh Kumar
Head of Customer Care (Voice, Email & Grievance),
Bajaj Allianz General Insurance
Rushikant Shastri
Rushikant Shastri
Vice President Technology,
Bajaj State Bank Of India


Time(IST) Topic
6:30 PM Welcome note

Anil Chawla, MD, Verint India & SAARC
Prashant Pandey, Head - Analytics, Verint
6:40 PM Speech Analytics & AI: A Game-Changer for CX

Merlyn Kulkarni, Vice President- Analytics, Firstsource
6:50 PM Moderator will take the stage

Abhishek Das, Director - Technology Transformation & Digital Risk Consulting - EMEIA region, EY
7:00 PM Panel - Providing a seamless omnichannel customer experience through Analytics.
8:30 PM Dinner and Cocktail

Key Themes

Reshaping omnichannel customer experience considering multiple touchpoints- Voice & IVR, Text (social media, Email & chat) and Customer Feedback

Bringing all the touchpoints together as a dashboard- Challenges and opportunities

How can leaders take advantage of the availability of data analytics for their operations?

How facilitating decision-making, using AI can be a game changer for CX

Breaking the silos and enabling the outcomes using speech analytics

How Real Time assistance can help organizations in employee empowerment and elevating Customer Experience

Event Venue

Sofitel BKC,
C 57, G Block BKC,
Bandra Kurla Complex,
Bandra East, Mumbai,
Maharashtra 400051

Registration Form