Create a competitive advantage with Conversational Analytics

Join Forrester, IBM, Celonis, and LivePerson in this on-demand webinar to learn how brands across industries are leveraging Conversational Analytics to impact CX, increase ROI, and more.

Original Broadcast Date: July 13, 2022
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holistic view of conversational analytics

Get a more holistic view of customer interactions and supercharge your business

Today, it’s not enough for brands to provide fast resolutions to customer inquiries. Now more than ever, customers want outstanding customer experiences in a personalized way that feels tailored to their specific needs. For many brands, this seems like an insurmountable challenge. How do you manage an environment that is constantly under pressure to resolve requests sooner, and at the same time, deliver great customer experiences? The answer is Conversational Intelligence/Analytics.

Conversational Analytics power customer obsession by helping insights-driven businesses understand their customers and drive growth. Artificial intelligence and machine learning are uniting previously separate approaches to analyzing customer service queries to improve interactions, understanding, and intent regardless of the communication channel. In addition, this technology delivers historical and real-time insights to deliver optimum operational, employee, and customer-centric experiences.

Hear from Forrester, IBM, Celonis, and LivePerson panelists as they discuss how to:

Deliver an elevated customer experience

What are the ways conversational analytics drive CX improvements?

Build your program the right way

What are the three phases of conversational analytic program maturity?

Hit mission-critical KPIs

How do conversational analytics drive tangible business outcomes?

Meet our expert panelists

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Brandon Purcell

VP, Principal Analyst – Forrester

Learn more

Brandon serves customer insights professionals, covering customer analytics and artificial intelligence. His work helps organizations derive meaningful insights from customer data to attract and retain customers, increase customer loyalty and profitability, and inform product development and service delivery. His research agenda also includes artificial intelligence strategy with a specific focus on responsible and ethical AI.

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Shobhit Varshney

Partner & Americas AI Analytics Practice Lead – IBM

Connect with Shobhit

Mr. Varshney is a Partner in IBM Consulting, and leads the AI & Analytics practice in Americas cross-industry. He is a trusted advisor to c-suites and a recognized global leader in selling and delivering cross-industry solutions leveraging the transformative power of AI, Machine Learning, and Deep Learning. He has 13 years proven track record of partnering with fortune 100 clients across industries and geographies to realize value by linking strategic thinking, cognitive, digital and cloud to deliberate, practical, and sustainable enterprise transformation.

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Elias Abraham

Director, Ecosystem Solutions & Success – Celonis

Connect with Elias

After a career in strategy consulting, Elias joined Celonis whose market leading Execution Management System leverages process mining technology, Machine Learning, and AI to help companies reveal and fix process inefficiencies to achieve breakthrough performance. There, Elias spent the last 4 years leading teams in Solution Engineering and Customer Success and now works with Celonis’ Partners on the development of next-gen Consulting Solutions. In his role, he oversees the creation of new Celonis offerings across multiple domains, including CX Transformation.

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Jay Blazensky

VP of Business Development – LivePerson

Connect with Jay

Jay is a results-driven sales, marketing, and business development executive who has been in the communications industry for over 20 + years. He has a proven track record in identifying game-changing technologies then crafting and launching disruptive SaaS business models to establish a market-leading presence and ultimately “win” a new market. He brings an in-depth knowledge of the VoIP industry and small business solutions marketplace.

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Moderator: Jessica Raggio

VP of Marketing – LivePerson

Connect with Jessica

A strategic leader with more than 15 years of product and performance marketing experience in SaaS organizations, Jessica Raggio is VP of Marketing at LivePerson. She is passionate about leading and developing teams to demonstrate success and drive revenue by actioning market and customer insights to define, position, launch, and market value-driven products engaging both new segments and existing customers.