IT leaders, from department heads to CIOs, have had to evolve from managing back-office operations to needing to leverage both structured and unstructured data to transform their organizations.
One data source that has emerged as critical to achieving this is customer engagement data – and accurately understanding customer sentiment, emotion, experience, and brand affinity is a new competitive differentiator.
In this webinar, Michael Dwyer, Vice President of Research, and Steve Kaiser, General Manager of our OrecX Business Unit, will share their ‘tales from the trenches’ – personal experiences of using data to drive company success and what it truly means to be a data-driven, next-gen IT leader. They’ll also share best practices and real-world examples for using customer engagement data to empower departments enterprise-wide to make better decisions, such as improvements in product development, sales, marketing and more.
Attendees will learn how to:
- Use customer interaction data to transform your business
- Make sense of unstructured data
- Ensure this data is always secure and open
- Marry structured and unstructured customer data to gain invaluable insights enterprise-wide
- Prepare for changing audio capture environments, the advent of real-time audio streaming, and the effect of enterprise networks
P.S. All attendees will receive a $10 Amazon gift card as our special ‘thank you’ for attending.
Speakers:
Michael Dwyer is responsible for integrating state-of-the-art advances in speech recognition and conversational analytics technologies into CallMiner’s suite of industry-leading products. Dwyer joined CallMiner in 2003, and has been integral to architecting and delivering several generations of the Eureka product from concept to customer installation.
Prior to joining CallMiner, Dwyer developed facial and fingerprint pattern recognition products along with one of the first sex offender tracking systems in the country at ID Software, and successfully completed the Information Management Leadership Program with GE Corporate. Dwyer holds a Masters degree in computer science from Case Western Reserve University, where he focused on artificial intelligence technologies and applications.
Steve brings over 30 years of experience in the call recording application and audio capture platform space. He co-founded OrecX, LLC in 2005 and has continued to serve as its CEO. OrecX is a globally recognized and award winning commercial open source audio capture company, with deployments in 200 countries and millions of users in the Cloud, Premise, and Hybrid telephony environments.
Steve holds a BS in Communication Studies from Northwestern University.
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