Episode 36: Customer sentiment analysis - the ultimate deal breaker for contact center CX.

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

1. How did his career start off? And what is it that he is working on currently? 
2. How would he define the state of CX in today’s contact centers? 
3. What power does customer emotion hold in influencing CX today? 
4. What is customer sentiment analysis? Why is it important?
5. How does customer sentiment analysis positively impact businesses? 
6. How to use customer sentiment analysis in the best way possible to improve CX in contact centers? 
7. What must-to-have contact center tech stack tools provide customer sentiment analysis? 
8. Reading recommendations for the audience.