Our own Director or Advanced Analytics, Brian Atkiss, weighs-in on Predictive Analytics in this CallMiner article: CX Experts & Analytics Pros Reveal the Most Creative Uses of Predictive Analytics to Improve the Customer Experience.
“A great example is from a large insurance company that was collecting and analyzing Net Promoter Score surveys, call center data, and social media data and joining that data with other policy and transactional data. They used text analytics to classify the unstructured text from the surveys, call center, and social media data and also identify sentiment for each customer interaction. Then they were able to use certain data points to identify the transactional and policy data (demographics, policy type, policy changes, cancellations, etc.) associated with the customer interactions and build predictive models to identify customers that were satisfied or dissatisfied. They could then create workflows associated with each to either increase loyalty among the satisfied customers or attempt to increase satisfaction among the dissatisfied.”
Read the full article at callminer.com
Director, Omni-Channel Analytics