Conversational Intelligence: The New CX Advantage

Research reveals customer conversations are emerging as a rich source of insight for CX and contact center leaders.

Your customers have more to say than surveys can capture. To adapt, CX leaders are pivoting to an underutilized source: the contact center.

The contact center isn’t just a service hub, it’s the frontline record of what customers really think, feel, and need. We surveyed CX and contact center pros to uncover:

• Where conversational intelligence is gaining traction
• Who is using it, and how, and what’s limiting its potential
• The role it will play in the future of CX

Dive into the numbers on how companies are (and aren’t) leveraging conversational intelligence to make smarter decisions, fix root causes, and accelerate growth.