Enhancing a customer experience has become essential for communication service providers to effectively manage customer churn and build a strong, long lasting relationship with their customers. This has become increasingly challenging as customer interactions occur across multiple channels. Understanding customer behavior and how it applies across channels is the key to ensuring the best level of experience is achieved by each customer.
In this webinar Hortonworks and Apigee discuss how service providers can capture and visualize customer behavior across customer interaction points like call center events (IVR and chat) and combine it with network data, to predict customer calls and patterns of digital channel abandonment using Hadoop and predictive analysis and visualization tools..
We will identify ways to develop a 360 degree view across a customer’s household through an HDP Data Lake and visualize customer interaction patterns and predict expected behavior using Apigee Insights to identify and initiate the Next-Best-Action for a customer to ensure a superior level of customer experience.