Your contact centre is sitting on a goldmine of customer insight with Shane Lynn, EdgeTier

<p>Most companies sit on a goldmine of customer insight and do almost nothing with it. Every conversation holds signals about frustration, churn risk, and broken experiences, yet extracting that value can be a slow and manual effort.</p><br><p>In this episode, Shane Lynn, CEO and Co-Founder of EdgeTier, unpacks how conversational intelligence is evolving in the age of large language models and what it means for contact centres.</p><br><p>Shane explains how EdgeTier can now model metrics such as resolution rate and customer satisfaction across every interaction, rather than relying on the 10–15% survey response rate most contact centres achieve.</p><br><p>We also get into the organisational challenge that underpins all of this: contact centres often hold the richest customer insights in the business, but lack the tools or organisational standing to act on them. Shane argues that data-driven contact centres can shift from being reactive cost centres to genuine strategic assets, influencing product, policy and process decisions across the wider business.</p><br><p>Finally, we touch on the growing challenge of monitoring AI agent conversations and why automated analysis of those transcripts may actually matter more than it does for human-handled interactions.</p><br><p><br></p><h2>Show notes</h2><p>Discover more about EdgeTier: <a href="http://edgetier.com/" rel="noopener noreferrer" target="_blank">http://edgetier.com/</a></p><br><p>Follow Shane on LinkedIn: <a href="https://www.linkedin.com/in/shanealynn" rel="noopener noreferrer" target="_blank">https://www.linkedin.com/in/shanealynn</a></p><p>Follow Kane on LinkedIn: <a href="https://www.linkedin.com/in/kanesimms" rel="noopener noreferrer" target="_blank">https://www.linkedin.com/in/kanesimms</a></p><br><p>Take our updated AI Maturity Assessment: <a href="https://vuxworld.typeform.com/to/a26bf9Rr?utm_source=podcast&amp;utm_medium=audio" rel="noopener noreferrer" target="_blank">https://vuxworld.typeform.com/to/a26bf9Rr?utm_source=podcast&amp;utm_medium=audio</a></p><p>Subscribe to VUX World: <a href="https://vuxworld.typeform.com/to/Qlo5aaeW" rel="noopener noreferrer" target="_blank">https://vuxworld.typeform.com/to/Qlo5aaeW</a></p><p>Subscribe to The AI Ultimatum Substack: <a href="https://open.substack.com/pub/kanesimms" rel="noopener noreferrer" target="_blank">https://open.substack.com/pub/kanesimms</a></p><hr><p style='color:grey; font-size:0.75em;'> Hosted on Acast. See <a style='color:grey;' target='_blank' rel='noopener noreferrer' href='https://acast.com/privacy'>acast.com/privacy</a> for more information.</p>