This paper discusses harnessing omnichannel customer feedback data using deep learning, and integrated with NPS survey data to deliver superior customer experience (CX). While there is lot of work done and tool availability in this field for English, there is a lack of algorithms and research done for local languages, such as Bahasa Indonesian. We describe our Quasi Recurrent Neural Network (QRNN) based approach that we used on customer omnichannel feedback for topic modelling, priority prediction and sentiment classification. We further demonstrate the use of our work for multiple clients in Indonesia, in order to set up an advanced CX monitoring and improvement programme (CXM). We showcase our holistic approach to customer experience, integrating omnichannel customer feedback data with NLP-based predictions. We also showcase two cases where we deployed our intelligent CXM tool and set up intelligent conversation monitoring systems to predict customers at the verge of churn-out, beforehand.
Based on the insights from two customers in India, the innovative UI design for improving new customer registration was first launched in India. As a result, we witnessed a 6% increase in new account creation, which in itself is a big win given the Indian population. In the following months, the same design was adopted by the worldwide team, and was launched across all marketplaces. This resulted in 10s of Million$ win worldwide to Amazon. More importantly, it drove comfort with the idea that even qualitative research in India can deliver gains as big as big data worldwide.
Based on the insights from two customers in India, the innovative UI design for improving new customer registration was first launched in India. As a result, we witnessed a 6% increase in new account creation, which in itself is a big win given the Indian population. In the following months, the same design was adopted by the worldwide team, and was launched across all marketplaces. This resulted in 10s of Million$ win worldwide to Amazon. More importantly, it drove comfort with the idea that even qualitative research in India can deliver gains as big as big data worldwide.
As organizations improve their Customer Experience (CX) capabilities through better skills and technology, the nature of CX is changing. While collecting survey feedback had been a primary focus for CX programs, organizations are more acutely focusing on the actions they take from the insights. During this presentation, Bruce Temkin will share details on the current CX trajectory. Join Bruce to learn:- How is CX becoming more action-oriented?- What are the elements of a modern CX program?- Where will CX programs head in the future?
2020, a pivotal year that was set as a time-stamp on many business strategies and plans over the past years. So, how many companies have set up a 2020 strategy over the last decade? Have tried to envision how their business will look by then? Have made plans to anticipate potential futures? And now? 2020 is in full swing!
When Artificial Intelligence like chatbots is developed to make genuine connections with humans' beings, it can make a real impact on customer experience.
When Artificial Intelligence like chatbots is developed to make genuine connections with humans' beings, it can make a real impact on customer experience.
Despite the investment, most customer and user experience tweaks are completely forgotten according to Kahneman's peak-end rule of memory. The stories that stick define your brand and decide your fate. We asked 3600 customers "What is your most vivid memory of this brand? We used AI to code the responses in terms of their positivity, touchpoints, and resulting perceptions. The results showed that being able to retrieve a defining brand memory was a significant and potent predictor of brand love and intention to increase usage.Tracking brand memories clearly matters but you will need to join this talk to hear the full details on how it elevates brands in ways that impact strategy and budgeting immediately.
Despite the investment, most customer and user experience tweaks are completely forgotten according to Kahneman's peak-end rule of memory. The stories that stick define your brand and decide your fate. We asked 3600 customers "What is your most vivid memory of this brand? We used AI to code the responses in terms of their positivity, touchpoints, and resulting perceptions. The results showed that being able to retrieve a defining brand memory was a significant and potent predictor of brand love and intention to increase usage.Tracking brand memories clearly matters but you will need to join this talk to hear the full details on how it elevates brands in ways that impact strategy and budgeting immediately.
Leveraging AI to reducing survey fatigue and survey send outs while maintaining stable customer satisfaction scores and enhanced response rates.3 takeaways:- How AI can be used to multiply stability of CX scores for a certain area or segment;- Why CX score can be reported for some area or segments EVEN without measuring them- How AI can select those customers most responsive to surveying and scale down email outreach
Satisfaction measurement at Microsoft has evolved from a singularly sourced and scrutinised version of the truth to a more frequent and holistic measurement framework, providing a richer understanding of customer and partner health. We've enabled the company to inspire and gauge improvements that allow us to become a truly customer obsessed organisation.