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Schedule 2024

Session 504: Quantitative Language Analytics Driving Greater Organizational Strategy and Change

Nathan Flowers  (Chief Growth Officer, Advantage Communications)

Vanessa Hardy-Bowen  (Director of Guest Care & Contact Centers, Spirit Airlines)

Date: Thursday, October 24

Time: 11:30 am - 12:30 pm

Pass Type: Premium Conference Pass, Standard Conference Pass, Training + Standard Conference Pass - Get your pass now!

Track: Revolutionize the Experience, Elevate Your Strategy and Leadership

Session Type: Case Study

Vault Recording: TBD

Utilizing language analytics, through both voice and non voice, a major discount carrier is endeavoring to change their guest experience to transition up market. Utilizing the contact center as a listening post, their leadership team has influenced organizational change both in how they address guest needs and the greater journey inclusive of amenities and ticketing processes. Through the quantitative analysis of contacts they have dispelled many myths, corner cases, and beliefs to find out what really matters to their guests to differentiate themselves from the other discount carriers.

During this session we will walk the group through the journey from expanding analytics outside of the center, to asking the right questions, through the process of defining next steps, and, ultimately, the outcomes of these shifts.


1 - As leaders in the contact center space, your ability to leverage quantitative customer sentiment can drive organizational change.

2 - The intelligence that can be provided through new technologies leveraging language analytics and AI.

3 - The value that bringing through leadership to your organization can bring to your personal brand, backed by quantitative analytics.

4 - As the customer facing front of an organization, you are more than a cost center. You are an invaluable listening post.