SOCAP International

SOCAP Chicago Chapter - Turning Average Data into Great Insights: The Value of Multichannel Speech and Text Analytics

June 16, 2016

Join the SOCAP Chicago Chapter for a morning of learning how speech and text analytics help you optimize customer engagement and data reporting through the analysis of every customer interaction. Hear how this multichannel approach, whether recorded phone conversations (speech to text analytics), or text analytics of the written word (email, text, chat, social channels, surveys), provides insights into what customers want and elevates your engagement at every step of the customer journey.


Magdi Khalil is Quality and Analytics Product Evangelist at Aspect. Magdi will discuss best practices on how organizations can use insights from customer interactions leveraging speech and text analytics to understand the voice of the customer, identify gaps in agent knowledge, detect early warnings on product or service issues, and determine areas for improvement in business processes.

Lauren Adkins is a Customer Experience and Insights Analyst at online travel agency Expedia, Inc. Her focus is on US Consumer Business for Orbitz and CheapTickets. She is responsible for Voice of the Customer data used to make decisions to improve everything from website design to customer service. Lauren will review how text analytics makes it possible to comb through large volumes of customer feedback to make this investment a success.

Robert Hagemann is a Director at Quid. Robert will explore how machines can sharpen our human guided intuition towards better business decisions. Quid’s platform visualizes massive amounts of text to enable strategic decision making at firms such as Wal-Mart, Campbell Soup and Samsung.

WHEN (Event Schedule)
Thursday, June 16, 2016
7:30 a.m. - 8:30 a.m.        Registration and Breakfast
8:30 a.m. - 9:00 a.m.        Magdi Khalil, Aspect
9:00 a.m. - 9:30 a.m.        Lauren Adkins, Orbitz/Expedia
9:30 a.m. - 10:00 a.m.      Robert Hagemann, Quid
10:00 a.m. - 10:30 a.m.    Networking Break
10:30 a.m. - 11:45 a.m.    Panel discussion: Lessons from the Trenches

Note: For those who plan to attend SOCAP’s Data Reporting Workshop on June 14 and 15, why not make the most of your travel dollar and stay long enough to enjoy breakfast and learning at the Chicago O’Hare Hilton on Thursday morning?

Chicago Hilton O’Hare (O'Hare Airport, opposite Terminal 2)
Grand Ballroom
10000 W O'Hare Ave
Chicago, IL 60666

Parking: For those driving to the Hilton O'Hare, the parking is very expensive ($61 a day). The airport main terminal parking is more reasonable at $35 a day and for any partial days it's a lot less. Make sure to park on levels 2-6.

Members: $59
Non-Members: $69

SOCAP Chapter Event Registration Cancellation Policy: Refunds for cancellations must be made in writing (via email to to the SOCAP National Office. No cancellations or refunds five full business days (Monday-Friday) before the Chapter Event. Registration transfers to future Chapter Events will not be accepted.