//Author
Terje Ennomäe
Business & Strategy
Terje Ennomäe focuses on the business side of conversation analytics: how insurers, banks, telecoms, utilities and logistics operators turn everyday customer conversations into better decisions, lower costs and new revenue.
He writes for Feelingstream on customer experience, service efficiency, sales monitoring and the practical steps teams take to act on what their customers are telling them.
Articles by Terje Ennomäe
- 7 July 2026Why customers reject your offer: 5 reasons hidden in your sales calls
- 2 July 2026Building and sharing Stories from conversation data
- 2 July 2026Search and concordance across thousands of conversations
- 2 July 2026How to visualise conversation data: a guide to charts
- 16 December 2025Real-time guidance for contact centre sales
- 21 November 2025Real-time support: how Agent Assist helps every call
- 3 June 2025Sales monitoring: what it is and why it works
- 17 April 2025Process management with AI-scored calls
- 9 April 2025Change management powered by conversation data
- 14 March 2025Automatic QA case study: a Nordic telecom
- 12 February 2025Benefits of automatic quality scoring in service
- 4 October 2024Benefits of automatic summaries for all
- 25 September 2024Reasons to use automatic call summaries
- 13 August 20246 user personas for conversation analysis
- 30 July 2024The benefits of e-learning for platform users
- 17 June 2024Customer service optimisation with analytics
- 19 April 2024Conversation analysis use cases by time frame
- 20 December 2023Automated call-centre quality assurance: a complete guide
- 22 September 2023Mere facts versus actionable insights
- 31 March 2023Cost-cutting in customer service, done properly
- 28 February 2023The six steps of data analysis for better decisions
- 3 January 2023Why you should analyse customer feedback with AI
- 2 October 2022How to solve a business problem with conversation data
- 19 September 2022Finding actionable insights with conversation analytics
- 30 August 2022From data to actionable insights: a practical guide
- 25 April 2022Analyse and design customer experience from conversations
- 30 March 2022How a conversation analytics tool helps your business
- 22 March 2022The guide to efficiency with AI in customer service
- 22 February 2022What is conversation analytics? A practical guide
- 3 September 2021Reduce agent monologues to engage customers and sell more
- 10 July 2021Chat customer service quality: from samples to 100%
- 19 April 2021Learning from customer complaints for a better service
- 10 April 2021Cut costs by reducing repetitive calls
- 16 March 2021What silence in customer service calls reveals
- 10 March 2021Automated call topics for better business decisions
- 26 February 2021Data analysis for better business decisions
- 7 February 2021Churn-risk signals: spot them before customers leave
- 19 January 2021Cut avoidable inbound calls with conversation analysis
- 13 January 2021First call resolution: measure it with repeat-call data
- 22 December 2020Questions AI quality monitoring answers
- 15 December 2020Rethinking call quality monitoring
- 8 December 2020Improve your customer service chatbot with analysis
- 1 December 2020Inbound email routing that finds sales potential
- 26 November 2020How customers speak across service channels
- 24 November 2020Improve your self-service portal, reduce calls
- 20 April 2020More visibility for better business decisions
- 8 April 2020Remote customer service, run on conversation analytics
- 17 March 2020Solving the chatbot visibility problem
- 12 February 2020Lead generation from existing customer conversations
- 11 January 2020Should closing deals be scripted?
- 19 November 2018Why analyse your customer service chats?
- 30 October 2018Text analysis to improve customer experience
- 21 October 2018Service personalisation: a quality experience
- 17 October 2018Automated CRM notes: make every call visible
- 1 October 2018Fast, personal service: what customers value most
- 19 September 2018How text analysis of emails improves service
- 31 July 20185 ways to use AI for chatbot analytics
- 16 April 2018Speed is a crucial part of customer experience
- 3 October 2017Employee happiness leads to customer satisfaction
- 23 March 2017Small companies, tiny changes, big impact
- 26 January 2017The story of an inbox: what email analysis reveals
- 15 January 2017Intelligent auto-replies that actually help customers
- 29 July 2016NPS analysis: looking behind the score
- 18 April 2016Reading customer feedback beyond the NPS score
- 29 March 2016Why predefined topics fail your customers
- 16 March 2016What defines the customer experience?
- 30 August 2015Happy customers generate more profit