"I enjoyed the summit as I learnt a lot about current CX and Digital Transformation challenges. Great minds came together to discuss our experience about People-Oriented CX. It is really hard to change processes and priorities in organizations even though there are clear data-driven reasons and explanations. I was amused to see how companies from different verticals – such as theme parks, retail stores or FMCG brands – approach CX and what initiatives they have to learn more about customer needs. Neticle has an important role in driving this shift for clients - it takes time and CX managers need partners and support from the other departments as well. Though measurement and KPIs are getting more and more standardized, the meaning behind the ratings, so the customer verbatim management is still a problem to solve. It is not sustainable to read and process hundreds or thousands of text units one by one, so automation is a must-have now. I personally enjoyed being on stage and sharing my thoughts with more than 100 CX-engaged professionals. It's been a unique opportunity to start meaningful discussions about text analytics in the field of CX and digital transformation. All participants were highly experienced, open-minded, aiming to learn from the others."

Péter Szekeres
Co-founder and Chairman, Neticle Enterprise Text Analytics