Template

Invisible Experience Competency: Text And Speech Analytics

Build Text And Speech Analytics Competency To Created Experiences On Latent Needs And Wants

January 3rd, 2024
Rowan Curran, Senior Analyst
Rowan Curran Senior Analyst
With contributors:
Fiona Swerdlow , Julie Ask , Gabrielle Raymond

Summary

Anticipating customers’ needs and serving them proactively minimizes the friction in consumer digital experiences, making them more “invisible.” The 70 digital experience professionals we interviewed believe that anticipating customer needs and delivering more invisible experiences (IXes) will help them differentiate their offerings from those of competitors. But to deliver more IXes, organizations must build and evolve to dozens of cross-role competencies. This template focuses on how to mature the text and speech analytics competency. Use this tool first to assess your level of maturity within text and speech analytics and the value of elevating your abilities — and then chart your path forward.

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