9:35 AM - 10:05 AM BST  |  Wednesday June 21

How The Very Group Use Conversation Intelligence to Forecast and Predict Call Drivers

Sarah Appleton
Speech Analytics Manager
The Very Group

Luke Ollerhead
Customer Services Insights Manager Customer Care
The Very Group


Dedicated to continuously improving how their 4.4 million customers shop and pay for the brands they love online; The Very Group is a leading multi-brand online retailer. Initially bringing in CallMiner conversation analytics to identify and manage vulnerability, TVG have progressed to building a forecasting model for their categories.

Join this session, hosted by CallMiner’s Mark Lockyer, to hear how TVG team have utilised time-series, seasonality forecasting to understand and predict how each of their categories will behave. They’ll share how this insight is used to support their operational teams, planning teams and drive change throughout the business.