Morris Pentel is the founder of the Customer Experience Foundation. He is also the CEO of E-score, an Experience Designer & Builder, Emotions Investigator. He is a writer/speaker/broadcaster/event chairman/trainer with 40 years of experience in the contact center industry. He has seen it all, from before the earliest days of cloud-based contact centers to the latest innovations in conversations.
Today,Morris joined us to talk about ‘Customer sentiment analysis - the ultimate deal breaker for contact center CX.”
We discussed
- How did his career start off? And what is it that he is working on currently?
- How would he define the state of CX in today’s contact centers?
- What power does customer emotion hold in influencing CX today?
- What is customer sentiment analysis? Why is it important?
- How does customer sentiment analysis positively impact businesses?
- How to use customer sentiment analysis in the best way possible to improve CX in contact centers?
- What must-to-have contact center tech stack tools provide customer sentiment analysis?
- Reading recommendations for the audience.
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