Mareike Mertn

Head of Customer Service & Quality Management Deutsche Telekom

Main Conference Day Two - 28th October

Sunday, April 10th, 2022

2:30 PM Case study: Launching Speech Analytics at scale to draw precise customer insights for proactive and predictive analytics

A true pioneer in digital transformation, Deutsche Telekom has been sharing their Automation, Bot and social service throughout the years at the CCW stages. This year, Mareike and Stefanie will bring us along their recent journey of implementing speech analytics for 60million calls and how they are leveraging that to drive more accurate customer insights. You will learn:

How to prepare the teams for implementing speech analytics at different stages

How to drive the most accurate and useful customer insights through speech analytics

How to optimise the customer service processes and improve quality and customer experience through speech analytics 

Check out the incredible speaker line-up to see who will be joining Mareike.

Download The Latest Agenda