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June 19, 2019
Octavius 9 - 11
Cigna is passionate about delivering category-of-one customer experiences. Jennifer will share how Cigna uses Voice of Customer analytics – statistics, text analytics, sentiment, speech analytics, omni-channel journey analytics and more – to optimize transactional experiences such as website functionality and call center scripting. She will also share stories from the trenches about NPS, automation, reducing time to insight and evangelizing CX metrics. Jennifer is an engaging speaker and attendees are guaranteed to take away at least one actionable idea for leveraging Voice of Customer data to drive business outcomes.