Customer experience February 4, 2022Across industries, live conversations between customers and customer-service agents still represent the majority of all incoming call-center volume, and projections suggest that these calls aren’t going away anytime soon. Companies that invest in capturing, extracting, and analyzing voice data have a real opportunity to substantially improve customer experience. We strive to provide individuals with disabilities equal access to our website. If you would like information about this content we will be happy to work with you. Please email us at: McKinsey_Website_Accessibility@mckinsey.com To read the article, see “From speech to insights: The value of the human voice,” January 21, 2022.