Every customer conversation is a dual-purpose asset: a CX moment and a compliance artefact. Conversational & Quality Intelligence unlocks both roles simultaneously. By extending coverage beyond voice to chat, email and video, firms capture the complete risk and sentiment footprint of a customer journey. By automating scorecards and layering LLM summarisation, they swap manual sampling for continuous, auditable control. And by linking behavioural insight to coaching, they convert compliance cost into customer loyalty gain.
With CPS 230 enforcement now here, the question is no longer whether to adopt omnichannel analytics but how quickly. Early adopters secure a compliance buffer and build data loops that compound customer trust. Those who wait risk treating analytics as a box ticking exercise and ceding experiential advantage to faster movers.
This is a must-read white paper for any Customer leader in financial services.
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