1. | MAKING DATA ANALYTICS ACTIONABLE Bob Sullebarger

2. | © 2013 Interactions Corporation Proprietary and Confidential 2 2 Clive Humby Co-Founder, dunnhumby (UK) 2006 “DATA IS THE NEW OIL”

3. | THE CUSTOMER LIFECYCLE © 2013 Interactions Corporation Proprietary and Confidential 3 Source: DATA INFORMATION INSIGHT ACTION

4. | WHAT DATA IS AVAILABLE? © 2013 Interactions Corporation Proprietary and Confidential 4 What you say to the Contact Center Phone Web Chat SMS Social Email Survey Behavior Website Navigation Mobile App Data that comes to us What you say about us to others when we’re not looking The Social Web Data we can buy Data we can acquire Comprehensive View of the Customer Oct 2012 Data Scientist: The Sexiest Job of the 21st Century

5. | PRIVACY & TRUST WILL CREATE BOUNDARIES © 2013 Interactions Corporation Proprietary and Confidential 5 Sen. Jay Rockefeller (D-WV) Sen. Ed Markey (D-MA) The Politicians The Press August 2014 The Data Brokers 1,500 pieces of data on 200 Million Americans

6. | MINING CALLS FOR INSIGHTS © 2013 Interactions Corporation Proprietary and Confidential 6 IVR / SELF SERVICE APPS AGENT Queue Improvements to Self-Service Applications Topic Discovery

7. | HOW ACTIONABLE? Speech Analytics –Starts with call recordings: Runs best on HD Speaker Separated Audio –Agent Quality & Performance Management Deliver Scorecard to Agents & Supervisors Identify who needs training: Silence, Transfers Recycle best practices Discover Trending Topics/Issues Prompt the “Next Best Action”, Targeted Offers / Promotions –Tools getting real-time capabilities Escalation; Emotion Detection, Profanity Text Analytics –Same concept as speech across all text-based channels Often not a “set it and forget it” process –Requires trained staff, or a managed service Siloed Channel Ownership is an obstacle Not yet a holistic view of the customer for most Enterprises, but improving rapidly © 2013 Interactions Corporation Proprietary and Confidential 7