The document discusses how personality analytics company Mattersight helps brands improve customer experience and loyalty by enabling them to understand customer and agent personality and optimally match conversations, which can reduce costs, increase sales and satisfaction, and improve agent engagement. It provides examples of meaningful lifts some clients have achieved in metrics like NPS, CSAT, callbacks and more through their personality pairing approach. The company is now deployed across many brands and their personality analytics technology is driving predictive modeling of metrics like NPS and CSAT based on conversation data.

1. Welcome
Kelly Conway, CEO
Jason Wesbecher, CMO

2. #call2loyalty

3. #call2loyalty
Bad Service Is a Very Expensive Problem
64%OF CONSUMERS
SWITCH DUE TO BAD
CUSTOMER SERVICE
$6TREVENUE
OPPORTUNITY
DUE TO SWITCHING
Great Service Drives Loyalty
Poor Service Drives Switching

4. #call2loyalty
Emotionally Connected Experiences Prevent Switching
“On a lifetime value basis,
emotionally connected customers
are more than twice as valuable as
highly satisfied customers.”
“How a customer feels
determines likelihood to
repurchase.”
“Emotion biggest lever for CX
– influencing stock price.”
“Best in class agents naturally
adapt to customer personality.”
“Personality matching can drive
transformational benefit.”
“Positive emotions lead to
higher NPS scores.”

5. #call2loyalty
Personality Drives Emotional Connections
CUSTOMERS AGENTS
92%Consumers who would
select their ideal agent
if given the opportunity
76%Agents who would select
their ideal consumer
if given the opportunity

6. #call2loyalty
We help brands
have better
conversations with
their employees
and customers.

7. #call2loyalty
What We’re Doing
Spearheading the next wave of CX
as the emerging leader in a new
category: Personality Analytics
 Enables enterprises to
infuse the understanding of
personality into every interaction
 Optimally pairs customers and
employees on every call when
leveraged in routing
 Drives powerful predictive models
and new ways to assess employee
and outsourcer performance

8. #call2loyalty
The Chemistry of Conversation
Og
Organizer
Ad
Advisor
Co
Connector
Or
Original
Se
Setup
Pi
Productive
interaction
Ni
Non-interaction
Di
Distress
TR
Transfer
Pr
Probe
Se
Selling effort
Of
Offer
Wa
Want
Ac
Accept
To
Time to first
offer
En
Engagement
Wu
Wrap-up time
Pm
Promise made
Ep
Empathy
Xs
Cross-sell
Mo
Motivation
Mi
Misrecognition
Ex
Expression
of interest
Bi
Birth
De
Death
In
Interruption
Ct
Call type
Ma
Marriage
Mv
Moving
Gr
Graduation
It
Idle time
Ap
Application
switches
Pc
Positive
comment

9. #call2loyalty
The Chemistry of Conversation
Og
Organizer
Ad
Advisor
Co
Connector
Or
Original
Se
Setup
Pi
Productive
interaction
Ni
Non-interaction
Di
Distress
TR
Transfer
Pr
Probe
Se
Selling effort
Of
Offer
Wa
Want
Ac
Accept
To
Time to first
offer
En
Engagement
Wu
Wrap-up time
Pm
Promise made
Ep
Empathy
Xs
Cross-sell
Mo
Motivation
Mi
Misrecognition
Ex
Expression
of interest
Bi
Birth
De
Death
In
Interruption
Ct
Call type
Ma
Marriage
Mv
Moving
Gr
Graduation
It
Idle time
Ap
Application
switches
Pc
Positive
comment

10. #call2loyalty
The Chemistry of Conversation
Og
Organizer
Ad
Advisor
Co
Connector
Or
Original
Se
Setup
Pi
Productive
interaction
Ni
Non-interaction
Di
Distress
TR
Transfer
Pr
Probe
Se
Selling effort
Of
Offer
Wa
Want
Ac
Accept
To
Time to first
offer
En
Engagement
Wu
Wrap-up time
Pm
Promise made
Ep
Empathy
Xs
Cross-sell
Mo
Motivation
Mi
Misrecognition
Ex
Expression
of interest
Bi
Birth
De
Death
In
Interruption
Ct
Call type
Ma
Marriage
Mv
Moving
Gr
Graduation
It
Idle time
Ap
Application
switches
Pc
Positive
comment

11. #call2loyalty
The Chemistry of Conversation
Og
Organizer
Ad
Advisor
Co
Connector
Or
Original
Se
Setup
Pi
Productive
interaction
Ni
Non-interaction
Di
Distress
TR
Transfer
Pr
Probe
Se
Selling effort
Of
Offer
Wa
Want
Ac
Accept
To
Time to first
offer
En
Engagement
Wu
Wrap-up time
Pm
Promise made
Ep
Empathy
Xs
Cross-sell
Mo
Motivation
Mi
Misrecognition
Ex
Expression
of interest
Bi
Birth
De
Death
In
Interruption
Ct
Call type
Ma
Marriage
Mv
Moving
Gr
Graduation
It
Idle time
Ap
Application
switches
Pc
Positive
comment

12. #call2loyalty
The Chemistry of Conversation
Og
Organizer
Ad
Advisor
Co
Connector
Or
Original
Se
Setup
Pi
Productive
interaction
Ni
Non-interaction
Di
Distress
TR
Transfer
Pr
Probe
Se
Selling effort
Of
Offer
Wa
Want
Ac
Accept
To
Time to first
offer
En
Engagement
Wu
Wrap-up time
Pm
Promise made
Ep
Empathy
Xs
Cross-sell
Mo
Motivation
Mi
Misrecognition
Ex
Expression
of interest
Bi
Birth
De
Death
In
Interruption
Ct
Call type
Ma
Marriage
Mv
Moving
Gr
Graduation
It
Idle time
Ap
Application
switches
Pc
Positive
comment

13. #call2loyalty
Personality Pairing is the Holy Grail for CX
Costs
Sales
Conversions
Employee
Engagement
NPS /
CSAT
Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld

14. #call2loyalty
It Drives Meaningful Lift
Reduced
callbacks
11%
Improved customer
satisfaction
24% 8%
Increased sales
conversion
Increased service
efficiency
TelcoInsuranceHealthcareTechnology

15. #call2loyalty
Conversation Data Enables NPS/CSAT Predictions
PREDICTIVE
NPS/CSAT
SCOREs
Positive Comments
Personality
Simple Calls
Resolution Discussion
Life Event Discussion
Distress
Non-Interaction Time
Complex Calls
Recent Callbacks
Agent Miscommunications
Transfers

16. #call2loyalty
It Works
Deployed across the ecosystemAdopted by household brands

17. #call2loyalty
DIANE MAGERSMAXI SCHMIDT-SUBRAMANIAN
CHIP BELL
But Don’t Just Take Our Word for It…
JENNIFER RODSTROMRICK DELISI

18. #call2loyalty
Kelly Conway, CEO
Kelly.Conway@mattersight.com
Jason Wesbecher, CMO
Jason.Wesbecher@mattersight.com