1699: Exploring Conversation Intelligence With Invoca CEO

Gregg Johnson is an expert on helping businesses use data to gain insight into the buyer journey to improve customer experience and increase revenue. He's a former Salesforce exec turned CEO of Invoca who just led the company through its first acquisition (of DialogTech) and through the release of its second product, Invoca for Sales.

Invoca's technology is used in the contact center to help B2C companies deliver customer experience that drives sales. Invoca recently found that consumers actually want to call the contact center with 68% of respondents preferring to speak with businesses over the phone than any other form of communication. And they're enjoying their experience -- 50% of consumers say agents are more helpful now than before March 2020.

In today's episode, Gregg brings to life what's happening on the other side of the phone call when you call contact centers, how data is powering those interactions, why interactions are improving and how businesses can keep the momentum going.