Episode #344: Vincent Placer, Chief Executive Officer at Teletech, explains why customer conversations should be treated as a source of business value, not simply a customer service cost. He shares how companies can use the voice of the customer to identify churn risk, uncover growth opportunities, and improve the customer experience. He also explores how AI can turn thousands of customer interactions into actionable insight.
Episode #344: Vincent Placer, Chief Executive Officer at Teletech, explains why customer conversations should be treated as a source of business value, not simply a customer service cost. He shares how companies can use the voice of the customer to identify churn risk, uncover growth opportunities, and improve the customer experience. He also explores how AI can turn thousands of customer interactions into actionable insight.
Socrates saw the risk more than 2,000 years ago. When written language became a new mode of communication, the concern was not that writing was bad. The concern was that people might start confusing access to information with real understanding. In Plato’s Phaedrus, Socrates tells the story of Theuth, the inventor of writing, who presents writing as a breakthrough for memory and wisdom. King Thamus pushes back. Writing, he says, will not truly strengthen memory. It will create reminders. People will be able to look things up, repeat what has been written, and appear knowledgeable — without necessarily carrying that knowledge inside them.