Doreen Grant

Proven professional with extensive experience implementing and program managing customer interaction analytics platforms and programs including speech & text analytics, NPS and CSAT, customer loyalty and customer experience analytics with extensive hands-on experience in speech analytics vendor management, project management, platform implementation and program management. Launched and led National Speech Analytics Program and Project Management Office for over 10 years across Retail Sales, Small Business and Technical Support Call Centers providing up to C Level ongoing and emerging insights and sentiment detection across over 34M calls annually, Established a high level of credibility and confidence in Speech technology and its ability to identify and provide date supported impact assessments, marketing and operational recommendations that enable business enhancements and decision making, reduce expenses, reduce churn, drive growth & revenue, and improve customer service. My belief is that we need to keep challenging the status quo by proactively driving technology and technology suppliers to deliver cutting edge solutions that provide data-driven insights to enable predictive and prescriptive solutions, reduce customer and employee effort and improve experiences while reducing costs.