How to structure to create an interaction centric view of your world

This is a workshop session looking at how you can build a data structure around interactions. Typically data structures around performance management and HR focus around the employee. Marketing will naturally build structures around products. However, the customer’s experience of us is focussed on the interactions they have with us. Speech and text analytics gives us great insight into these interactions but these are pieces of a larger discount. In this workshop we will explore the data we hold from an interaction perspective and how this can be linked together to create an interaction centric view of our world. By doing this we can release additional potential from Speech and Text Analytics or even deliver some great customer insight without these.


David Bruce heads up BT’s Consumer Reporting & Analysis team. He is accountable for delivering actionable information to 10K+ agents and 600+ managers. David’s passion is puzzles!  He loves completing them both in and out of work and has been known to frequent the odd competition here and there.