Text Analytics: What Your Customers Are Really Telling You

Tuesday, August 18, 2020
12pm PDT / 3pm EDT

Join Rent-A-Center's Director of Customer Experience, Mark DeLembo, as he shares how Rent-A-Center used customer comments to develop insights, prioritize improvement actions, and ensure both customers and employees have consistently outstanding experiences. Through listening to their customer and employee feedback and leveraging text analytics to surface root causes of issues, Rent-A-Center is creating smoother customer experiences and making it easier for their customers to do business with them.

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Discover how Rent-A-Center is:

  • Collecting and responding to feedback at key touchpoints that have the greatest impact on customer experience

  • Using text analytics to guide and prioritize improvements in the customer journey

  • Driving internal awareness and engagement around the Rent-A-Center "Voice of the Customer" program



Mark DeLembo
Director of Customer Experience