CII IQ National Services Sector Excellence Summit 2015

Topic

Big Data, Big Delight: New Era of Always Connected Customer Experiences

Session Summary

In this session, the panelists will discuss how Big Data improves customer experience by shortening the time required to resolve queries and by improving efficiency of customer care processes. Businesses can thus build a sustainable competitive advantage by streamlining their customer care processes. Customers are willing to pay extra for superior service; Big Data can help businesses get that edge. One of the several ways in which businesses can improve their customer service is by using Predictive Analytics. Big Data analytics can help predict the time required to resolve a specific type of customer request ticket.

About the Speaker

Over the last 16 years, I have been a thought partner to global corporations (in the consumer packaged goods, retail, financial services and technology industries) as they have embraced analytics and made it their competitive differentiator. Making data driven decisions a way of life (institutionalizing analytics) in major corporations is a mission to which I am committed. I also believe in building a great place to work that attracts the best minds in the world and creating a trusting environment where people are respected and free to do creative problem solving.