Accuracy Matters – Using Text Analytics to Drive the Cisco Customer Experience

Laura Brown, Director of Customer & Business Intelligence — Cisco

• Understand how business users at Cisco are using text analytics to derive highly accurate, detailed insights from unstructured customer conversation sources
• Explore the ways Cisco uses text analytics to identify emerging opportunities and product/service issues that impact the entire organization
• Discover how Cisco ties the customer experience to real metrics to gain business-critical customer experience insights

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