Why customisation and quality no longer break the bank
I like cars and I am certainly not the only one. In this complex world of digitization, the sector is regularly used as a reference to “get the message across”. But has the speech analytics market got something to learn from the automotive market?
As it happens, I have been reading about the origins of Bentley Motors. Not for any reason pertaining to work or my industry, but purely because I just like these cars, particularly the old ones.
Mr W. O. Bentley founded Bentley Motors in 1919, so it has “clicked” its 100th birthday. Happy birthday Bentley! It is an astonishing story and a real British success (yes, I know it was acquired but choose to ignore that bit, the success is British in my eyes).
Then it hit me… hang on… Bentley’s story 100 years ago is much like the position the speech analytics world is in today.
100 years ago, people needed to get from A to B. So, if you had a few quid, you popped down to your local Bentley chap and ordered a car. This was quite a process as it was built to exacting needs. It was also quite expensive. Several months later you received something that solved the problem of getting from A to B rather well.
This solution was for the elite, the top of society.
Of course, we still need to get from A to B today, thanks to advances in technology and production, the solution is open to the masses at a fraction of the price.
Similarly, the speech analytics market used to be super-expensive and hyper-customized, it would take ages to deliver value, and only the corporate elite could afford it.
Today, advances in technology have made speech analytics an option for a far greater number of businesses, from small firms to large enterprise companies. It is now possible to get affordable speech analytics software, that can be customized if necessary, but that offers rapid value with an out-of-the-box solution.
As the economy starts to recover from the impact of lockdowns resulting from the Coronavirus, businesses are going to have to take every opportunity to ensure that they have the most effective tools they need to succeed. There are not many businesses who could claim that they would not benefit from greater insight. More intelligence about your customers and their interactions with you will enable you boost customer satisfaction and give improved customer experience. It will help you to close more deals. It will also help you to automate mundane tasks, freeing up staff to focus on other areas of the business that can help firms to recover from any downturn.