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Being able to accurately measure and understand how and why customers feel the way they do is of high strategic value and is a significant competitive Being able to accurately measure and understand how and why customers feel the way they do is of high strategic value and is a significant competitive advantage for omnichannel customer journeys.
Traditional CX metrics like NPS although important, provide a historical view on actual customer experience, whereas social media data allows for real-time monitoring of customer feedback.
JP will talk to the latest uses of AI and human intelligence in organising customer feedback at scale. We look at the comparative performance of the UK's leading according, using social media sentiment data to benchmark customer journey and CX channel performance.
Case studies covered include cross-industry and regional analysis for the telecoms, banking, retail and insurance industries.
Jean-Pierre Kloppers is a robotics engineer by trade, an entrepreneur at heart and the CEO of BrandsEye - the world's leading opinion mining company. Having joined the team as CEO in 2013, JP has been at the forefront of the company’s global expansion into Europe and the Middle East.
BrandsEye uses a proprietary mix of search algorithms, crowd-sourcing and machine learning to mine online conversation for sentiment and the topics driving that sentiment. Through this unique approach, we help organisations bridge the gap that exists between themselves and the expectations of their customers. With this data companies can in near real-time react to customer needs and make improvements on the channels with which customers engage.
To demonstrate the predictive value of sentiment data in a political context, BrandsEye accurately predicted the outcomes of the 2016 Brexit Referendum and US Presidential Elections.
Jean-Pierre will be speaking at:CEW BIRMINGHAM