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SpeechTEK 2013 - Tuesday, August 20, 2013
TRACK A: BUSINESS STRATEGIES
A204 – What Happened and Why? Marrying Analytics With Customer Feedback
2:45 p.m - 3:30 p.m
Peter Leppik, President and CEO - Vocal Laboratories Inc.

Analytics provides detailed data about usage patterns but can leave you guessing about what the customer was thinking. Customer feedback programs deliver rich insights into why users do things but can be expensive to implement on a large enough scale to explain specific user behaviors. This session presents a technique for combining analytics and customer feedback to learn both what happened and why the customer did what he did.




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