LBM adds Nexidia analytics to scrutinise customer interactions

LBM specialises in providing digital, data, customer intelligence, technology and multi-channel contact services to clients including O2, Vodafone, More Than and British Gas.

It will use Nexidia’s interaction analytics products to capture and analyse customer interactions in chat, email and phone and identify drivers and trends, perform in-depth analysis and manage performance.

David Walters, CIO at LBM, says it will “enhance call efficiencies, improve our quality and compliance benchmarking, and increase cross-sell/up-sell opportunities throughout our operations”.