A few weeks ago, my colleague Matt Dixon explained the difference between a “listening” and a “telling” organization. A “telling” organization is one that holds fast to long-held assumptions about what’s best for customers; whereas a “listening” organization is continually looking for insights, open to the idea that their assumptions—irrespective of size and no matter […] Read More
Over the past few years as AI-based speech-to-text transcription has become more accurate, more and more businesses that have enormous amounts of phone interactions with their customer base have sought out a way to use this technology to make sense of the millions of minutes of phone calls they’re recording. Insurance companies, especially, have been […]
In the first post in this series, I argued that the explanation for why one company’s customer centricity efforts succeed while others fail is ultimately a function of whether the company itself is more focused on “telling” or more focused on “listening.” A “telling” organization is one that leads with its own assumptions about what’s […]
Artificial Intelligence (AI) has piqued the interest of business leaders across all industries in recent years. It is projected that by 2020, the overall AI spend will reach an all-time high of $47 billion. Although the insurance industry has been slower in adopting AI into its processes and operations, there is a definite appetite to […]
What company today doesn’t profess to be “customer-centric?” It’s become such a platitude in the modern business world that managers rarely stop to question what it really means. When I ask leaders what they mean by being “customer-centric,” they typically tell me that it means putting the customer’s interests first—the belief being that the best […]
The scope of speech analytics has traditionally been centered around what happens during the call itself: tracking agent behaviors and enabling coaching at a conversational level. But what happens when the success metric you’re trying to optimize for is something that happens after the call ends? Many organizations have business goals centered around post-call outcomes […]
In this 35 minute recorded session from the 2018 AI Growth Summit, Tethr’s Chief Product and…
A good compliance program is an indication of a good culture. In the financial industry, it is critical for businesses to demonstrate a good culture of compliance to maintain their reputation and gain the trust of clients, investors and regulators. Compliance failures can, and often times do, lead to colossal consequences. From time to time, […]
Ensuring compliance to the long list of call center regulations out there can be challenging for many call centers, particularly for Business Process Outsourcers (BPOs)…
In this 35 minute recorded session from the 2018 AI Growth Summit, Tethr’s Chief Product and…