Using Big Data to Enhance Customer Experience
Over the past two years Vodafone has been exploring the application of Big Data technology to deliver a positive customer experience win back customers. This presentation provides key learnings from the journey so far and examples of the approaches and insights that are driving how we understand and interact with our customers to provide a better service.
Rory joined Vodafone Hutchison Australia in 2012 in the BI Analytics team. As the head of BE Demand, Analytics and Reporting he is responsible for helping the business units generate value from data by solving business problems by uncovering insights, recommending actions and measuring performance. One of the key areas of focus is working with the customer experience team to improve customer processes and interactions.
Previously Rory has worked at KPMG, Foxtel and Deloitte in roles focused on customer and forensic analytics and has developed solutions for human resources, supply chain and other business problems.