Using big data to change the customer care model

Traditional methods of customer care focus on applying analytics after a call or contact is made, and is therefore reactive. Using big data analytics to observe customer experience and predict when a customer may wish to call or interact with a service provider enables a proactive and more effective process to be established.

This in turn helps reduce the volume of calls handled by expensive customer care resources, driving immediate bottom-line savings, and simultaneously improving the customer experience. Further benefits can be achieved when analytic systems self-learn to provide cognitive care.

This exclusive webinar from Analysys Mason and IBM looks at recent market changes in delivering a more proactive and cognitive customer care experience, and examines the tools that are becoming available to solve this complex issue. It includes concrete use cases of where they are being implemented today.

This informative webinar will take place on Tuesday 4 November at 15:00 GMT/10:00 EST. The 40-minute presentation will be followed by a 15–20-minute question-and-answer session for participants.