107-2012: Customer Experience Modeling

Companies with large customer bases and high volumes of service interactions often have a number of customers who experience a service failure. The impact on these customers involved can be significant, and has the potential to be disproportional to the root cause of the incident. For complex and dynamic businesses, the continuous introduction of new products and services can create conditions where there are increased opportunities for suboptimal customer service outcomes. The authors have employed predictive analytics to provide the business with an opportunity to remediate these issues before the customer feels compelled to take action. Building robust sources of customer interaction data and an automated scoring environment has made it possible to deliver highly effective „customer dissatisfaction‟ scores to front of house. This provides a valuable „last chance‟ opportunity to solve serious customer service issues.