Social Media & Interaction Analytics

In this session we will see real life examples of how organisations are using speech and text analytics to understand not only what our customers tell us, but what they say about us.

What you will get from this session


James Brookes is the Innovation Lead at Capita Customer Management working towards solving industry challenges through process improvement, analytics and technology.

He has over 16 years of contact centre experience, serving in numerous analytical and technology based roles, from the financial services and outsourcing industries.

James’ current areas of focus lie in emerging and disruptive technology and the application of AI and Machine Learning to enhance customer experience.

Jason Gingell, Client Engagement Manager for EMEA at NICE