Welcome to Call to Loyalty!Kelly Conway, CEO

Jason Wesbecher, CMO

#call2loyalty

450,000ACL MUSIC FESTIVAL

1BEST BBQ IN AMERICA

- BON APPETIT

110 People move to Austin each day

#call2loyaltyChallenging CX Conventional Wisdom

MYTH #1The call center is a cost center…

#call2loyaltyChallenging CX Conventional Wisdom

MYTH #2Surveys are the only way to assess CX…

#call2loyaltyChallenging CX Conventional Wisdom

MYTH #3Management by stopwatch is the best KPI…

#call2loyalty

Effort Emotion

#call2loyalty

2xHow the

customer feels about the interaction matters 2x as much as what occurs in

the interaction

92%Customers who want to

talk with brands who understand their

emotional needs as humans

#call2loyalty

Pairing people based on personality connections drives transformational benefits and creates immediate and compelling returns

Mattersight is the pioneer and leading provider of enterprise personality-based software applications to boost customer experience

We believe personality connections have profound impact on customer service, employee engagement, and sales enablement

What We Do

#call2loyalty

“The PCM model is extremely valuable for predicting human behavior.” Dr. Terry McGuire, Lead Psychiatrist for Human Space Flight, NASA

#call2loyaltyChemistry is Critical

1,000,000,000 conversations15,000,000 data attributes/day

70,000 users

#call2loyaltyImpact of Personality Connections

25%Difference in talk time

between best and worst personality connections

45%Difference in sales rate between best and worst personality connections

#call2loyaltyDrivers of Customer Loyalty

2x 5x 15x

No transfers

Positivecomments

Productiveconversations

Caller distressHolds

Negativesentiment

3x

2x

5x

5x

8x

15x

#call2loyalty

“This drives innovative, significant improvement within my teams. . . actions that yield measurable, customer-visible results that we just couldn’t achieve via other means.”

Dan RourkeDirector of Support, HomeAway