Aparna Nair

Undeniably, customer experience has emerged to be one of the most critical business imperatives, especially in the post-pandemic period. As organizations rethink and reimagine their CX strategies, Customer Care Operations functions are struggling to embed a data-backed decisioning system in their processes, which not only requires harmonizing humongous amount of customer interaction data across channels and touchpoints, but also measuring the right metrics and leveraging the right analytics frameworks to unlock quick, accurate and actionable insights, every single day. In this talk, we will share an approach on developing a data led, analytics accelerator for Customer Care domain that stitches together reusable data engineering, analytics, and ML components to optimize Data-to-Insights-Action journey in customer contact centers.