Hamish Graham, Founder and CEO of PumpCX, spoke with Moshe Beauford of Technology Reseller News at the Enterprise Connect conference about how organizations can better understand and improve customer experience by analyzing the conversations they already have with customers.
Graham explained that PumpCX focuses on helping businesses extract meaningful insights from customer interactions across voice and digital channels. By analyzing these conversations, companies can identify patterns, uncover friction points, and understand the root causes of customer dissatisfaction or churn. The goal is to move beyond traditional surveys and metrics to capture the authentic voice of the customer directly from real interactions.
One of the challenges many organizations face is that valuable customer feedback is buried within thousands of daily conversations handled by contact centers and support teams. PumpCX uses advanced analytics and AI-driven tools to surface those insights automatically, giving organizations a clearer view of customer sentiment and operational performance.
Graham noted that improving customer experience requires more than just collecting data—it requires translating insights into operational changes. “Every conversation with a customer contains signals about what’s working and what’s not,” he said. “The key is making those signals visible so organizations can act on them.”
As industry leaders gathered at Enterprise Connect to discuss the future of communications and customer engagement, PumpCX highlighted how conversation analytics can help organizations transform everyday interactions into strategic insights that improve service quality, customer loyalty, and business outcomes.
Learn more about PumpCX: https://www.pump.cx/
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