Too many companies still ask customers to fill out surveys after an interaction\u2014then call it a \u201cVoice of the Customer\u201d program. But according to new research, more than half of all customer feedback never makes it into those survey boxes. That feedback is often already being provided in live chats, phone calls, and service messages,\u00a0but\u00a0it\u2019s\u00a0rarely captured, analyzed, or acted on.<\/p>\n
That\u2019s\u00a0where conversational intelligence (CI) comes in.<\/p>\n
Thanks to advances in AI and natural language processing, brands can now extract rich, actionable insight from everyday conversations happening in the contact center. The upside? Companies that use CI consistently report higher NPS\u00ae, better first-contact resolution, stronger upsell performance, and clearer product feedback loops.<\/p>\n
🧠\u00a0The Shift from Collecting to Comprehending\u00a0<\/strong><\/p>\n Here\u2019s\u00a0the problem: while 73% of fast-growing brands plan to increase investment in conversational intelligence, only about one-third of CX teams use it meaningfully. Most still rely heavily on outdated surveys or\u00a0spreadsheets\u00a0and it shows.<\/p>\n Medallia\u2019s latest research revealed that:<\/p>\n The difference between a company that reacts to feedback and one that learns from every\u00a0interaction,\u00a0isn\u2019t\u00a0customer\u00a0effort.\u00a0It\u2019s\u00a0a data effort.<\/p>\n 🔍\u00a0Why Conversational Intelligence Matters Now\u00a0<\/strong><\/p>\n Surveys are declining in participation and often miss the emotional nuance of customer pain. Contact centers are full of\u00a0gold\u00a0but\u00a0it\u2019s\u00a0unstructured, unlabeled, and\u00a0largely untapped.<\/p>\n AI is changing that, converting tone, sentiment, and intent into insights for coaching, product design, and proactive recovery.<\/p>\n When properly integrated, conversational intelligence surfaces complaints and predicts friction, personalizes outreach, and coaches agents in real time.<\/p>\n But adoption still lags due to fragmented tech stacks, data silos, and limited cross-team visibility.<\/p>\n To unlock the full value, CX leaders must ensure that insights flow freely between departments\u00a0(from contact center to product to marketing)\u00a0so action can be taken at every level.<\/p>\n Are you\u00a0leveraging\u00a0conversational intelligence (CI) and driving its insights across your organization?\u00a0<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":" Too many companies still ask customers to fill out surveys after an interaction\u2014then call it a \u201cVoice of the Customer\u201d program. But according to new research, more than half of all customer feedback never makes it into those survey boxes. That feedback is often already being provided in live chats, phone calls, and service messages,\u00a0but\u00a0it\u2019s\u00a0rarely […]<\/p>\n","protected":false},"author":3666,"featured_media":130202,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[34463],"tags":[36196,36197,36198,36199,36200,36201,36202,36299,37229,37230,37238],"class_list":["post-258178","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-c-suite-perspective","tag-chief-development-officer-insider","tag-chief-data-officer-insider","tag-chief-delivery-officer-insider","tag-chief-design-officer-insider","tag-chief-digital-officer-insider","tag-chief-diversity-officer-insider","tag-chief-engineering-officer-insider","tag-chief-encouragement-officer-insider","tag-chief-data-security-officer-insider","tag-chief-equity-officer-insider","tag-chief-ecosystem-officer-insider"],"yoast_head":"\n\n