An innovator in text analytics, James helped to grow Relative Insight from its true start-up phase into a pioneer of text analysis servicing global clients such as Delta, Comcast and New York Life. With over 14 years of experience in the early-stage technology market, James has grown and developed sales and marketing functions focused on products in people and consumer analytics, customer experience and digital marketing. James recently left London to relocate to the wild Kent countryside alongside his wife and their ever-expanding menagerie of cats, dogs, chickens, tomatoes and babies.
Day 1: Nov 12, 2025
Day 2: Nov 13, 2025
10:00 am
INDUSTRY EXPERT:
Mixing Voc Analytics with Journey Orchestration to Drive Higher Performance
In today’s customer-driven world, automating parts of the customer journey is essential—but without understanding why certain touchpoints succeed or fail, brands risk missed opportunities and disengaged customers.
- How root cause analysis uncovers hidden friction points in the customer journey
- Why qualitative insights are critical for personalization and higher performance
- Practical, AI-enabled strategies for integrating VoC with journey orchestration
A real-world use case from Dish, highlighting challenges, solutions and measurable outcomes
