Kristen Korhonen

Director Customer Experience Insights
BMO Financial Group

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

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Customer Experience Design & Strategy

Wednesday, April 6th, 2016

14:05 Herding Cats: Consolidating & Analyzing Multiple Sources of Unstructured Data

Capturing and analyzing various types of unstructured data (social, surveys, agent notes, escalations), is a critical customer feedback component. In this session, Kristen Korhonen will walk you through the process for capturing insights from text, voice and other sources to help reveal the root cause of customer issues. Learn how to:
· Integrate data from multiple sources, including speech and text, in order to validate and prioritize
· Understand how structured and unstructured data can work together
· Operationalize text analytics to take action