Apr 18, 2014
Mattersight CEO Kelly Conway talks with Rob Markey about algorithms that analyze customer calls in near-real time (5:52), implementing them in call centers (17:18), client success stories (34:17) and matching employees to your customers' predominant personality (38:48).
Apr 3, 2014
In part two of Rob's discussion with Linda Verba of TD Bank and Brian Andrews, formerly of Intuit, they talk about what happens in NPS Loyalty Forums and discuss the importance of senior leadership support for NPS initiatives (5:23), loyalty across a broad range of industries in Asia (8:23), the need to selectively...