Creative Uses of Predictive Analytics to Improve Customer Experience
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.”
Brian Atkiss is a Director of Analytics, and a ListenLogic Product Manager, focused on omni-channel and unstructured data analysis at Anexinet. Brian has nearly a decade of experience building analytics solutions that generate actionable insights for the Fortune 500, and has an extensive background in social listening and advanced analytics solutions around data integration, machine learning, and artificial intelligence.