Explore how turning customer conversations into data-driven insights can revolutionise service performance. This video shows how speech analytics helps organisations move from understanding customer interactions to acting on them, creating measurable impact and stronger customer experiences.

Why speech to impact matters

Speech analytics is more than just technology. It is a way to transform customer conversations into actionable insights. By understanding what drives satisfaction and dissatisfaction, organisations can improve both the customer and employee experience while uncovering new opportunities for innovation.

From data to improvement

Implement Consulting Group and Semler Group share their experience using Capturi, a speech analytics tool, to enhance dialogue quality and identify training needs. Through real examples, they show how 20% of success lies in collecting insights and 80% in acting on them to create sustainable impact.

A practical journey at Semler Group

Semler Group’s IT department used speech analytics to gain a deeper understanding of customer interactions, improve service quality, and empower employees. The result was higher satisfaction, faster issue resolution, and a culture built on data-driven improvement rather than assumptions.

Getting started with impact

Implement’s experts explain how to begin with a focused pilot project. From defining KPIs to mobilising teams, they show that speech to impact is a simple yet powerful way to create better conversations, stronger teams, and tangible business value.