Join Darren Rowell, Speech Analytics Manager as he shares how Vitality Health and Life Insurance has successfully engaged cross-functional teams through a “building blocks” approach to speech analytics.

Drawing on insights gained from previous LISTEN events, Darren will highlight how departments such as QA, Knowledge, Telephony, MI, and BI collaborate as empowered “CallMiner Champions” to analyse customer conversations, driving outcomes including improved first-time resolution, customer retention, and enhanced quality assurance scores. His talk will explore how Vitality’s modular analysis categories combine demand drivers, sentiment, and department-specific components to deliver nuanced insights that benefit the entire business.