Rachel Ashby’s stories

Think of the conversations you have every day. They’re rarely straightforward. We get hundreds of new thoughts as we’re speaking, we go on tangents about other topics, and we end up talking about things we never expected to. And that’s great. Sometimes the best results come from when a conversation de-rails—it can lead to exciting […]

Squirrel! Last weekend I got invited to check out a new restaurant in one of the hipster neighborhoods in Seattle. Given that I don’t live in the hipster scene, I typed in the address on my map app and hit the road. What came next was an overly complicated journey with difficult-to-navigate streets, hard-to-cross, busy […]

What does the number 366 have to do with speech analytics? Let me share a little story about that number and how being “in the know” could have saved me a whole lot of hurt last summer. 366 was my August water bill. $366 in one month, nearly triple my typical bill. So, I did […]

Voice everywhere We are living in a world where you can talk to virtually everything – from our cars to smart speakers to our TVs. With more and more consumers becoming increasingly comfortable with voice technology, they are talking more and clicking less. And, it won’t be long before even the slickest apps and websites will […]

Today is “Get to Know Your Customers Day,” and for businesses of all sizes, understanding the constantly evolving needs and wants of customers is essential for both initial and long-term success – especially in today’s competitive market. The valuable knowledge obtained from listening to your customers is what ultimately helps you improve the customer experience […]

Use analytics to gain entry into the customer experience

Today’s customers are interacting with businesses in every way possible – over the phone, via email, through the web, chat, virtual assistants and bots. Each customer journey is an opportunity to learn more about your customers and improve their interactions and outcomes. But as channels of customer interaction have exploded, tracking and understanding customer trends, […]

Analytics helps businesses uncover customer insights

If the customer is king, ask yourself, how well do you really know your customers? Your customers are talking, but are you listening across every customer, every channel, every geography? Are you clued in to their preferences, behaviors, and challenges and taking opportunities to improve customer satisfaction, increase operational efficiency and delight your customers, which […]