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Plotting the Predictive Path to Optimal Customer Loyalty and Retention – CallMiner

Wednesday Mar 22, 2:00 PM – 3:00 PM EDT — Recording link

It costs 5X as much to attract a new customer as it does to retain one. In today’s consumer-driven landscape,companies must prioritize customer retention and loyalty as they work to enhance their customer experience management (CEM) initiatives. Yet, how do they determine the right path for their customers to ensure optimalcustomer satisfaction and retention?

Join us to learn how to overcome customer loyalty challenges. We will discuss:
  • Key metrics to measure, analyze and predict behavior
  • How to ‘listen’ to the Voice of the Customer
  • How predictive analytics and speech analytics work – a quick overview
  • The role multi-channel communications play in satisfying customer expectations


Brian LaRoche, Product Marketing Manager, CallMiner

Brian LaRoche Brian LaRoche, Product Marketing Manager, CallMiner
Brian is responsible for direct and channel marketing for CallMiner, an industry pioneer and leader in automated contact center analytics. In addition to his marketing responsibilities, he is the host and moderator of CallMiner’s popular Monthly Education Webinar series. Brian, a call center industry veteran, is a frequent guest speaker, panelist and guest columnist on a number of technical, collections, sales, customer service and leadership topics related to the analytics field.