European Tech Summit 2018


30, January 2018

Written by Karan Tupe

With so many events taking place throughout the year, it can be overwhelming to attend each and everyone of them. In order to clear the fog of confusion hovering around the various types of events, Stephen Kim from Bizzaboo has defined various types of events. 

  • Conferences – Conferences are the backbone of the tech events industry and can be both B2C or B2B events. They are held to educate, inform, or train attendees.
  • Trade Shows – Trade shows give companies in a specific industry the opportunity to showcase their products and services. Whereas most conferences are open to the public, trade shows usually require a screening process for buyers, company reps, and press.
  • Summits – Though “summit” can be interchangeable with “conference”, summits tend to be of a smaller size and are comprised of higher-level executives. In other instances, summits function exactly like conferences.
  • Seminars – You can think of seminars as mini conferences that are much smaller in scope and sometimes only last one day.
This post primarily focuses on the various summits happening across Europe. 
Voice represents the next major interface for communication between humans and machines, and a major new client touchpoint for companies.
For two days this summit will bring together the entire voice community for a quality and content driven event, in order to discuss current and future trends, developments and challenges within the industry.
When: 1st and 2nd February
Where: Paris, France
EdTechXEurope is the leading thought leader summit bringing together executive level investors, innovators and industry influencers from European and International education companies. Now in its fifth year, EdTechXEurope 2017 hosted 850+ global attendees and invited over 125+ speakers to showcase EdTech innovations and perspectives from around the world.

When: July 19, 2018

Where: The Brewery, London, UK

3. Vibrant Digital Future Summit:

With over 30 expert speakers delivering talks on topics such as – Business Strategy, Government and Governance, and cyber-security and infosec. Includes speakers from IBM, Microsoft and other leading tech organizations.

When: 31st January, 2018

Where: London, UK

4. Web Summit:

Web Summit has grown to become the “largest technology conference in the world”. Web Summit has grown from 400 attendees to over 60,000 attendees from more than 150 countries. An unrivalled global meeting place for the world’s most disruptive technology companies and those interested in how that disruption can transform their businesses and their lives.

When: November 5-8, 2018

Where: Lisbon, Portugal

5. Dublin Tech Summit:

Dubbed as Europe’s fastest growing tech summit. DTS brings together global leaders in innovation, technology and business to shape the future of global trends and technologies.

When: 18-19 April 2018

Where: Dublin, Ireland

6. Open Network Summit:

Open networking Summit is the industry’s premier open networking event, gathering enterprises, service providers and cloud providers across the ecosystem to share learning, highlight innovation and discuss the future of Open Source Networking, including SDN, NFV, orchestration and the automation of cloud, network, & IoT services.

When: September 25-27th, Amsterdam

Where: Amsterdam,Netherlands

7. Open Source Summit:

Open Source Summit Europe is the leading conference for developers, architects and other technologists – as well as open source community and industry leaders – to collaborate, share information, learn about the the latest technologies and gain a competitive advantage by using innovative open solutions. Over 2,000 are expected to gather for OSSEU in 2018.
When: October 22nd-24th
Where: Edinburgh

8. Service Design Summit:

This summit strives to bring together professionals from service design sector. As both design thinking and service design are in high demand in today’s business world and organizations are investing more and more into delivering better service experiences, to keep their companies ahead of the competition.

When: April 19,20

Where: Prague, Czech Republic

9. Wolves Summit – Innovation and Entrepreneurship 2018

Wolves Summit is a conference where innovation meets business and capital. It’s the 7th edition of the event focused on inspiring, educating, and networking. Wolves Summit is not only a conference for startups, but also for investors, entrepreneurs, corporate representatives and SMBs.

When: April 10-11, 2018

Where: Warsaw, Poland

10. European Startups Summit 

The annual flagship event of showcases a selection of Europe’s hottest startups. This event brings together entrepreneurs from all over Europe. It even features fireside chats from most successful European entrepreneurs such as Riccardo Zacconi, Morten Lund, Ida Tin just to name a few.

When: April 24

Where: Barcelona, Spain

11. World Summit AI

The summit promises to gather the whole business ecosystem : Enterprise, Startups, Investors and Deep Tech to discuss the future of Artificial Intelligence. In 2017 the summit drew 2873 attendees from 72 countries. In 2018, the summit is expecting a footfall of more than 4500 attendees and 140 of the brightest brains on the stage to tell you everything you need to know about AI.

When: 10-11 October 2018

Where: Amsterdam, Netherlands

12. European Artificial Intelligence Summit 2018

This event provides key insights into the ethical standards of AI through keynotes, panel discussions and case studies.

When: 5-6th March 2018

Where: London, UK

13. Big Data and Analytics for Pharma Summit

With the advent of big data and analytics in pharmaceutical industry, a plethora of experts offer their knowledge within the space in this evolving sector. You can expect two days of inspiring educational and informative presentations, panel sessions and networking opportunities.

When: March 21 and 22

Where: London, UK

14. Paris Venture Capital World Summit 2018 :

Attendees will be able to learn, debate, invest, and connect with leaders on the future challenges facing Venture Capital and Private Equity in dynamic Markets.

When: 25, April 2018

Where: Paris, France

15. 10th Annual Customer Experience Summit :

This summit promises to answer significant question such as :

  • In what way are omni-channels leveraging and improving the customer experience?
  • Using robotics and AI – what works well and what has to be improved?
  • How to use data silos for managing the analysis that will deliver positive customer experience?

With promising speakers and ample of networking opportunities, this event is definitely a must-go.

When: April 10, 2018

Where: Vienna, Austria

16. Gartner Customer Experience and Technologies Summit 2018 :

This summit is designed for individuals in roles such as customer experience leaders, IT leaders supporting CX initiatives, Customer Data and Analytics Managers and Customer services and support managers.

When: May 24, 2018

Where: London, UK



2018 Customer Experience events across Europe

2018 Customer experience events across Europe

July 18, 2017

Written by Karan Tupe



95% of marketers agree that live events provide valuable opportunities to form in-person connections in an increasingly digital world. Indeed, face-to-face networking events create lasting impressions in the minds of people you meet. 

Hence, we have compiled a list of the most prominent customer experience events happening across Europe with one genuine intention- To help you connect with like-minded individuals in order to serve your customers even better.

Bonus Value: We have compiled these events into a single excel sheet, so you can plan systematically and get the most out of these events. Click here, to get the event planner.

1. Customer Insights and Analytics Exchange :

Europe’s leading Customer Insights and Analytics Event. This event facilitates maximum networking opportunities through consultative one-to-one business meetings between attendees and solution providers.

Price: £999 onwards /-

Location: London, UK

When: January 24, 2018

2. Design thinkers academy’s customer journey mapping

Known for conducting boot-camps and events for customer experience enthusiasts and professionals. DesignThinkersAcademy facilitates thought-provoking conversations for professionals trying to deliver better customer experience. They train, develop and facilitate multidisciplinary teams and communities of change. With events taking place through out the year in Amsterdam and US. This one is a must-go for sure.

Location: Amsterdam, Netherlands.

When: Multiple workshops throughout the year.

3. Corporate Communications 2018

A One-Day, Practitioner-Led Conference & Networking Event, 6th February 2018, Museum of London Docklands. This event focuses on importance of corporate communications and it’s role in customer service and customer experience. 

Location: London, UK

When: February 6,2018

Price: £599

4. The Customer Conference 2018

Meet with customer service professionals and leaders to share best practice at the largest customer service forum in the UK. The event will take place on the 6th March 2018 at Hilton On Park Lane, 22 Park Lane, London, W1K 1BE.

Location: London, UK

Price: £599 Onward

When: February 27, 2018

5. International Marketing Trends Conference

In the challenging context of a constantly changing environment, the aim of the conference is to help identify how to build up true innovations and determine what are the key factors and the new players influencing the Marketing strategies and their implementation.

Location: Paris, France.

When: January 18, 2018

6. Annual Conference of The Institute of Customer Service

Meet with customer service professionals and leaders to share best practice at the largest customer service forum in the UK.

Location: London, UK

When: March 6, 2018

7. Customer success clininc 2018

Customer Success Clinic is the event of the year for end users and partners about the interpretation of customer-oriented entrepreneurship in the digital world.

In more than 25 sessions you will gain insight into various cases and best practices, the latest trends and how you can deliver an optimal customer experience.

Location: Bussum, Netherlands.

When: March 7, 2018

8. CCW customer contact week Europe 2018

CCW Europe – the European flagship of the largest global customer contact event series; the only leadership summit for Europe’s customer contact strategists; a true peer-led event packed with invaluable best practices to best future-proof your customer experience.

Location: Glasgow, UK
When: March 12, 2018
The SHIFT / CX is a “Congress Expo” (specialist conference with integrated exhibition) on Customer experience in the Digital Age & the change in Marketing, Communication, Sales & Service. The event will take place at Westhafen Pier 1 (Frankfurt) on the 8th & 9th of May with different focal points: CX digital on digital customer experiences and CX process on the reorganization of customer processes .
Location: Frankfurt, Germany.
When: March 14, 2018

CX Artificial Intelligence will bring together thought-leaders offering cross-industry and global perspectives on current and future challenges. This will provide you with the opportunity to interact, engage and network with international peers, aligning on the same goals; to drive improvements across CX by harnessing the true potential of AI.

Location: London, UK

Price: £499 + VAT(20%)

When: March 20, 2018


11. 10th Annual Customer Experience Summit :

This summit promises to answer significant question such as :

  • In what way are omni-channels leveraging and improving the customer experience?
  • Using robotics and AI – what works well and what has to be improved?
  • How to use data silos for managing the analysis that will deliver positive customer experience?

With promising speakers and ample of networking opportunities, this event is definitely a must-go.

Location: Vienna, Austria

Price: $1,836 onward

When: April 10, 2018

12. CMO Digital Insights :

The summit will focus on key topics such as: social media stronghold: high performance and full integration; the power of personalized experiences; and digital forecast: emerging trends to integrate into your strategy.

Location: Fairmont, Scotland

When: March 12, 2018

13. Digital Marketing World Forum 

This event focuses on leveraging digital mediums to deliver an optimal customer experience. Some of the interesting topics include :

  • Examining the customer journey, how great UX impacts ROI.
  • Examining the power of engagement; how visually-rich and interactive content is influencing consumers.

With over 800+ attendees, 2 conference streams, 40+ exhibitors. This event should definitely be on your calendar.

Location: London, UK

Price: €79 Onward.

WhenApril 16, 2018

14. Customer Strategy and Planning 2018 :

As a vital part of the calendar for customer professionals, Customer Strategy & Planning 2018 is a highly-rated event that is far more than just a conference. You get to meet and learn first-hand from practitioners and business leaders who are delivering successful change. What’s more, this is the only best practice conference 100% focused on the needs of specialist teams in planning, analytics, insight, continuous improvement, quality and customer experience. 

Sponsored by Q Story, Customer Strategy & Planning 2018 will provide inspiration and insight with a huge choice of case studies, keynote presentations, workshops, technology showcases and plenty of time for networking, expert problem solving and breakout discussion. Speakers include Sky, Barclays, BT, HomeServe, ADT Security and The Chartered Institute of Marketing.

Location: Harrogate, UK

Price: 1198 onward.

When: April 23, 2018

15. Customer Experience World :

CEW 2018 is the premier customer experience event available for Customer Experience professionals from around the globe. It draws together the best speakers, the top thought leaders and the key industry experts worldwide to bring you up to speed on Customer Success Programs, and the role customer success will play in it.

Location: London, UK

When: May 15, 2018

16. 600 Minutes Customer Experience:

600 Minutes Customer Service explores the expectations of modern customers and offers the tools and technologies for serving them. At the event you will meet and exchange thoughts with Senior Management responsible for customers and service experience.

Location: Stockholm, Sweden

When: May 15, 2018

17. Unleash Digital Customer Experience 2018

The goal of this two-day event is to bring together cross-industry innovation leaders to delve into the ever changing world of digital customer experience. Customer experience is a continuous journey, your brand, products and customers are intertwined and dependent on one another. Consumers have unlimited information and more power than ever, so it is crucial to develop new strategies to engage, optimize the experience and attract new consumers to your platform.

Location: Amsterdam, Netherlands

Price: €599 onward

When: May 17, 2018

18. Gartner Customer Experience and Technologies Summit 2018

This summit is designed for individuals in roles such as customer experience leaders, IT leaders supporting CX initiatives, Customer Data and Analytics Managers and Customer services and support managers.

Location: London, UK

Price: 2700 + VAT

When: May 24, 2018

19. CX Exchange Retail 2018

The Exchange will bring together 80 C-level & VPs/Directors of Customer Experience, Marketing and eCommerce from FTSE, Fortune & European 500 retailers to meet, discuss and share best practice to improve the future of retail customer experience.

Location: London, UK

Price: 999

When: July 3, 2018


20. Customer Engagement Transformation Conference (Victoria Plaza )

This conference focused firmly on the key issues, challenges and opportunities around engaging our customers – and our people – and included world class case studies, expert opinion and analysis, panel discussions and high level interactive networking and polling technology.

Location: London, UK

Price: £476 Onward 

When: July 12, 2018

21. Dialogkonferansen 2018

One of the biggest Customer Experience events in Scandinavia. Dialogkonferansen is the largest company in Norway within customer relationships and customer marketing. They have been working only with one goal: to increase the value of your customer base.

Location: Scandanavia

When: August 1, 2018

22. Customer Engagement Summit :

Sixth flagship Customer Engagement Summit held in London on 13th November broke a new attendance record of 1000, reconfirming its market leading position as Europe’s premier and most highly regarded customer and employee engagement conference.

Location: London, UK

When: November 12, 2018

23. Forrester CX Europe 2018

Attendees will be equipped with actionable insights and recommended tool-sets to expand their existing CX strategy – from the delivery of exceptional customer experiences toward the new opportunities that CX leadership can deliver. 

Location: Lancaster, London

When: November 14, 2018

24. Customer Spark Europe 2018

Learn and gain inspiration from eight top brands, discover principles of customer experience that lead to success, and find out the latest big-picture trends for building customer loyalty.

Location: Birmingham,UK

When: TBD

25. CX exchange BFSI

This Customer Experience Exchange for Banking, Financial Services & Insurance (BFSI) is an outstanding opportunity for you to learn lessons from the most successful financial institutes in the field. In just two days out of the office you’ll save months and potentially years of strategy heartache. You’ll hear from leaders from across North America talk about their winning strategies in Financial Services, Banking and Insurance.

Location: London, UK

When: TBD

26. CX Transformation Nordics

Assembling the region’s leading CX professionals from a wide range of industries to share the secrets on how they are transforming into customer-centric organisations. This event will be tackling the region’s biggest challenges and taking you through a step-by-step guide to truly embrace customer experience.

Location: Stockholm, Sweden

When: TBD

 27. Service Design Global Conference

Service design has moved beyond the basics, from sketchbook to spreadsheets, and is now not so unusual as a business practice. Non-designers and designers alike are embracing the mindset that service experience matters, that we can no longer work in silos, that customer value and business value needs to be balanced, that we need to move quickly, but be aligned and have a clear picture of what we’re trying to achieve. This event is for everyone who strives to deliver a better customer experience.

Location: Madrid, Spain

When: TBD 

289th Annual Customer Experience Summit:

This event aims to address challenges in customer experience by leveraging latest technologies such as Artificial Intelligence and Machine learning.

Location: Madrid, Spain

When: TBD 

29. #DMWF

Presented in a series of inspirational keynotes and panel discussions delivered by the industry’s most disruptive thought-leaders, #DMWF features sessions covering; digital strategy, brand recognition, ecommerce, influencer marketing, content marketing, data, analytics, personalization, automation, virtual reality, artificial intelligence and mobile marketing across two conference tracks.

Location: Amsterdam, Netherlands.

When: 19, September 2018



Revamping Customer Experience In The Insurance Sector Using Speech Analytics.

Add Your Heading Text Here

Written by Karan Tupe

“Every Business is digital. But today, our biggest innovations will not be in the technology tools themselves but in how we design them with people in mind”- Accenture Report.

In the wake of digital age, nearly 80% of customers prefer to purchase insurance products via digital channels according to a research carried out by Bain. With products and services almost identical across the insurance sector it’s the customer experience that will become the product differentiator and the winning factor for insurers. The insurance industry particularly being a customer oriented industry, holds an upper hand at delivering an outstanding customer experience across channels . 91% of consumers say good digital customer service from insurers makes them more loyal. – Eptica

Adapting a central strategy that balances tactical decision-making with strategic investing in the digital ecosystems to ensure long-term growth will be the key to success for the insurance players.

According to a research conducted by Accenture, 75% of insurance executives agree that digital ecosystems are having a noticeable or transformative effect on the insurance sector.

How do the Customers Interact?

The digitally armored customer interacts with insurers through multiple touch-points such as email, web, chat-bots, just to name a few. Email has become a significant part of the customer communication cycle. 74% of consumers prefer to receive commercial communications via email – Merkle

Allie is Allianz’s online chat-bot available 24/7. It answers customers queries on a wide range on insurance products. Along, with chat-bots the insurance sector has witnessed a rise in rather unconventional but promising touch-point in “voice”. Aviva, an insurance company based out of U.K is testing an insurance jargon buster skill on Alexa.

Alexa is the voice activated service that powers Amazon’s Echo, which enables customers to interact with devices in a more intuitive way using voice. Aviva enables users to have voice-controlled access to a glossary of over 300 insurance terms and their definitions.

As insurers look to expand into the next generation of digital ecosystems, some may build platforms themselves and create ecosystems with their business at the center. But not every company needs to build unique platforms. Many will find it cheaper and faster to leverage existing platforms as their means to enter new ecosystems.

Leveraging Existing Platforms : Calls a Promising Touch-Point.

The insurance business is unique because even though the customer touch points are few. These few touch-points play a crucial role in making or breaking the reputation of insurers. One such crucial touch point is that of – calls. Most of the time, the customers call their insurance carriers in state of emergency or complex situations when they are in immediate need of assistance. It is very crucial that at this juncture the customer service delivery is seamless and the response is prompt. It is at this moment, when a customer switch is highly likely if the customer does not receive a satisfactory call center experience. 89% of consumers who experience poor service with your brand will leave for your competition. 

Current Call Center Experience :

Despite the rapid growth of online customer service tools, 79% of consumers would prefer to contact a customer service center over the telephone. The client’s seize the fate of an insurance agency on the basis of quality of customer experience offered to them. This appraisable customer service touch-point usually comes from calls, for example : how quickly do they return my calls? 69% of customers said they were on hold for too long when seeking help from a company which lead to a frustrating customer experience – Harris Interactive.

As mentioned above customers are often in state of emergency when they contact an insurance agent. Having to repeat the account information at this state of havoc adds up to a negative customer experience. 84% of customers are frustrated when a representative does not have immediate access to account information. These negative experiences can be altered with some aid from technologies such as speech analytics and machine learning.

Using Speech Analytics To Revamp Call Center Experience :

Recent technological advancements in natural language processing and speech analytics enable organizations to convert raw sound into actionable data. Voice data holds tremendous potential as it not only contains valuable words and sentences which lead to better analytics intelligence, but also contains the tone, intensity and intent of the voice, which can add up to 80% more details, providing for deeper sentiment analytics.

According to a white-paper published by Saama, a customer service representative typically takes down notes on important aspects of a customer call. One of the major drawback of using this primitive method is that there can be up to 70% loss of data (sometimes more) between what the customer says verbally and what the agent captures as notes. This Information delta which might seem to be of no use for the call center agent can prove to be a treasure trove of insights for data scientists and for predictive analytics in general.

Speech Analytics Features :
  • Receive alerts to react quickly on anomalies in the processes.
  • Integrate call data with your existing Digital Strategy.
  • Improve Targeting in campaigns to drive more revenue.
  • Push personalized offers.
Speech Analytics in Action :

Fukoku Mutual Life Insurance in Japan is using the IBM Watson Explorer. AI platform to classify information. When insurance policy holders call the company’s hotline to make an insurance claim, the IBM Watson supercomputer is able to analyse the customer’s voice and detect keywords. This functionality enables Fukoku to deliver a more personalized customer experience and optimize processes within the business.
Fukoku claims it will increase productivity by
30% and a savings of 1.26 million US dollars.

The Future :

Voice commerce coined as the next big thing in technological landscape coupled with artificial intelligence is revolutionizing the way in which consumers use the Internet and buy goods and services online – it’s making purchasing easier and more convenient.

It would be only a matter of time to see customers purchasing insurance with the ease of their voice.

Technologies such as speech analytics enable organizations to facilitate smooth and friction less customer experience.

“89% of companies expect to compete mostly on the basis of customer experience, versus 36% four years ago” – Gartner survey 

Is speech analytics a part of your digital strategy to improve customer experience?

6 stats that confirm personalisation is the step forward in customer experience strategy.


July 18, 2017

Written by Karan Tupe

“Nothing ever becomes real ‘til it is experienced” – John Keats

In a digital world, delivering a customer experience that facilitates meaningful long-lasting relationships has been one of the primal challenges that the companies are facing today. A Bloomberg Businessweek survey revealed that “delivering a great customer experience” has become the new imperative: 80% of the companies polled, rated customer experience as a top strategic objective.



Personalization is one of the many factors that contribute to the deployment of a successful customer experience by adding a human element to it. A Forrester report confirms, 91% of customers who really feel valued, plan to stay with the brand and 89% plan to spend more.

According to a study sponsored by PwC,  decision-makers were asked what were the primary motives behind personalization initiatives. The answers point out to one simple fact- Retain the customers.  In fact, almost 60% of respondents identified customer loyalty and 33% identified reducing customer churn as one of the primary goals for personalization initiatives. In the age of the customer, personalization is the step forward in customer experience strategy.

Here are 6 stats that confirm the same.

The Industry recognizes its potential :

Seventy-nine percent of decision-makers said that personalization is very important to achieving their top marketing and customer experience goals like increasing customer satisfaction, building customer loyalty, and acquiring new customers. – PwC and Forrester commissioned study.

Talk about numbers :

Personalization can reduce acquisition costs by as much as 50 percent, lift revenues by 5 to 15 percent, and increase the efficiency of marketing spend by 10 to 30 percent– Harvard business review.

The Key Ingredient for successful customer experience :

A study conducted by Jabra – “The power of conversations” suggests that “Delighting the customer with personalized service – will make 73% fall in love with your brand. On the contrary, if you anger the customer with poor service – 91% will leave (and tell up to 15 people about it) “.

Customers are willing to share data :

Consumers do want to know what information is being used, and they want retailers to ask permission, but they’re generally willing to trade their information for certain benefits.  This info-graphic sheds light on the fact that consumers do want personalization.

Source: Magnetic/MyBuys (February 2015)

Personalisation Touch Points  :

Digital touchpoints can be defined as the way a customer chooses to interact with an organization. These touchpoints facilitate as mediums of knowledge for businesses to gain data in order to understand more about the customers in general. Although the numbers suggest that nearly all firms personalize through email (87%), far fewer can personalize across newer channels like mobile (52%) and social (61%) –  Forrester

Banking on new touchpoints :
As mentioned above, nearly all firms said they personalize through email (87%), far fewer said they can personalize across new channels like mobile (51%) and social (62%). Less than half of firms are using customer interaction and contextual data for personalization, which means most of their efforts are general and segmented, not focused on the individual.
Organizations need to explore unconventional touch points, to personalize even more effectively. Companies with greater digital capabilities were able to convert sales at a rate 2.5 times greater than companies at the lower level did –McKinsey.

Voice: A touch point with immense potential :

Personalization techniques today are often limited to specific channels. Brands need to focus on unconventional touch points as these points only emerge to grow more of importance in the age of the customer.
Bia Kelsey–  A leading advisory firm states that calls are one of the most under-recognized opportunities of the digital age.
The irony is, though we live in a highly digital age, the need to be communicated by voice persists. Google backs that: 69% of search users report likeliness to use a call button to contact a local business from within mobile search results.

What’s more real and personal than connecting with your customers through voice. Google, Amazon have already started leveraging this fact by launching Google Home and Amazon Alexa.

The frustrations associated with experience design are diminishing and the payoff for the user is instant – they can get the content they want.  For instance: buying washing powder with the ease of voice – a truly great customer experience.

Walmart, one of the world’s biggest retailers has joined hands with Google, to debut voice shopping on Google Home.

Source: Search Engine Land

This partnership will also allow Walmart to take advantage of Google’s artificial intelligence (AI) capabilities. Since Google will have access to Walmart customers’ purchase histories, and other valuable data points, it will be able to push personalized promotions to these shoppers. Personalized promotions, combined with the ease of voice ordering, may encourage time-pressed shoppers to purchase more through these devices, thereby driving up e-commerce sales for Walmart.
These examples lay a strong foundation for the growing importance of voice.

Speech Analytics :

Speech analytics is a set of techniques for turning raw sound into actionable data. The best way for companies to better understand their customers is to lend an attentive ear to what they are saying. Mining information during calls to structure it into insightful data is just one of the many advantages of using speech analytics. Speech analytics empowers you to :

  • Pinpoint highlights and pain points in the customer journey.
  • Identify business trends through voice data
  • Leverage predictive analytics to refine the sales process and propose the right offers to the right customers at the right time.
  • Gain business intelligence: Buyer demographics such as gender and age.

Is voice a part of your digital strategy to deploy personalization?

Leveraging calls to push personalized customer experience in the hospitality industry.

Leveraging calls to push personalized customer experience in the hospitality industry

July 18, 2017

Written by Karan Tupe

Leveraging Calls to Push Personalized Customer Experience In The Hospitality Industry.

Travel and tourism, one of the most sought-after activities to relax and explore what the earth has to offer has been growing at an escalating pace. According to WTTC, Travel & Tourism’s direct contribution to global GDP grew by 3.1% in 2016. This was faster than the global economy as a whole which grew at 2.5%, for six consecutive years. The rise in popularity of the sharing economy has made traveling not only more convenient but also less expensive. AirBnB, the world’s largest accommodation provider is known as the poster-child for the sharing economy. An unconventional business model coupled with changing consumer behavior have disrupted the sector and have compelled traditional hoteliers to rethink their customer experience strategy. At a time when customers’ likes and dislikes are constantly evolving, how does one deliver an outstanding customer experience across communication channels?

Millennial Influence
The conventional practice of approaching a travel agent to book a holiday or a business trip is being increasingly disregarded. Travelers today look out for personalization and flexibility. Websites such as and AirBnB allow customers to book flights and accommodation on the go. According to a study by Deloitte, millennials, individuals born during the early 1980’s to early 2000 are influencing the travel behaviors of both older and younger generations. Digitally empowered millennials seek personalized communication (via multiple electronic platforms), seamless planning, flawless execution, and an authentic, customized travel experience. A report by AirBnB reports that over 80% millennials seek unique and personalized travel experiences. Millennials are the largest generation ever and by 2025, millennials and younger generations will account for 75% of all consumers and travelers. Personalizing the customer experience is not only necessary, it is also extremely rewarding. But how does one achieve that, exactly?

Most Millennials would prioritize travelling over buying a home or paying off debt.

Personalize to prosper

The new-generation tourism services such as Airbnb have personalisation built into them, but key traditional players are picking up on the trend. In 2014, Accor Hotels unveiled a digital strategy in line with the changing times. This strategy, a five-year, €225-million investment plan places emphasis on personalizing the customer experience with follow-ups, feedback collection, and business intelligence gathering. Accor Hotels’ customers can download a single, centralized app on their mobile phone, and from there, book their journeys, get a personalized follow-up, give feedback, and ask for help. The data collected from these interactions are continuously crunched to improve the quality of service.

Beyond Digital

Although, focusing on digital touchpoints alone is not enough. Most people still want to talk to a real person before making complex decisions such as buying a car, subscribing to an insurance policy or booking a family trip. A study by Google indicates that 70% of consumers who use their mobile to purchase goods and services have used the “click-to-call” button to talk to someone. 68% of travel users find it extremely important to call up a hotel during the purchase phase and 39% of them frequently call during the research phase. If you were planning on going all-digital and calling quits with your call center, consider this: 47% of mobile searchers will look elsewhere if your company does not provide them with a phone number. 

Calls are a key touchpoint

According to the advertising and marketing advisory firm BIA/Kelsey, calls to businesses are expected to exceed $169 billion per year by 2020. These calls are 10-15 times more likely to generate a successful sale or follow-up activity than digital form submissions, which means they are more efficient in generating revenue. So, how does one leverage calls and turn it into a valuable touch-point to gather data.

Source :  Google

Using Speech Analytics

Humans generally speak at 125-175  and can listen at a rate of up to 450 words per minute. In contrast, the average typist writes 38-40 words per minute — and that’s on a full keyboard, not a smartphone. Spoken language is also qualitatively richer and more expressive than text. The technologies needed to leverage this information, however, have only matured in recent years with the staggering progress of speech recognition and the emergence of nonverbal analytics (i.e. the analysis of tone and other cues to understand social interaction). As early as 2010, David Pogue declared that “speech recognition technologies [were] no longer clumsy exercises in futility”. And plenty of progress has been made since then. In 2015, Baidu surprised the world when it released Deep Speech, the first speech recognition model to rival people on certain recognition tasks, in English and Chinese!

Speech analytics empowers companies to pick up on customer problems, gather feedback and personalize the customer journey. Combined with predictive AI, speech analytics can also be used to predict the outcome of calls, in real-time, and guide your sales or support agents to success.


To keep things concrete, let’s look at an example of how a travel agency can leverage call data:

You are running a promotional offer on one of your holiday packages, which are priced at 3500$. Unfortunately, there is a bug in the digital payment portal. In one month, 30 customers call up your agents and report a payment error. 70 more people encountered the problem online but gave up without calling. That’s a cumulative loss of $245k. Hurts, doesn’t it?

Without speech analytics, picking up on such problems would be a headache. Traditional approaches to call quality monitoring involve listening to a tiny fraction of all calls and doing customer satisfaction surveys. These techniques are unable to capture global trends or to understand disgruntled customers who refuse to answer surveys or are simply never asked.

With speech recognition and Natural Language Understanding (NLU), problems such as online payment bugs can be identified quickly and reliably, allowing the company to quickly fix problems before they wreak havoc on the bottom line.

Before speech analytics, calls were a black hole in the customer journey. With speech analytics, they become a treasure trove of insight. Are you making the most out of calls?