Predicting potential brand advocates in telecommunications

14% uplift of referral-based acquisition since the launch of the programme. 8 weeks from data diagnostics to the first list of potential brand advocates among clients 10 000 pieces of user-generated content analysed additionally to understand why and when customers share good experiences The Business Problem Our client, a mobile network provider in Northern Europe, was facing the widespread challenge of slowing growth and rising acquisition costs. New entrants to…

Increasing insurance customers’ lifetime value with predictive upsell analytics

8 weeks from diagnostics to model deployment and first results 28% increase of upsell success rate after the first 6 months 90% of customers likely to buy more Are precisely identified due to the high accuracy of the model​ The Business Problem A major British insurance company was facing a less than satisfactory upsell rate for their automotive insurance customers. Our Task We were tasked to come up with a…

Reducing mobile operator customers churn by 34% with predictive analytics

500% ROI Of the customer rescue program in the 1st year after implementation​ 34% reduction Of the customer rescue program in the 1st year after implementation​ 92% of superdetractors Are precisely identified due to the high accuracy of the model​ The business problem UPC Switzerland, part of Liberty Global, had set up a successful customer rescue program. Call centre operators called proactively customers who had evaluated their satisfaction with the…

Get Ready for RSNA 2019: What everyone in MedTech is talking about

With RSNA 2019 around the corner, it is time to peak into the recent developments in healthcare and the medical technology industry in particular. Pressed by increasing investor expectations and struggling to commercialize AI solutions, these are some of the main strategic directions that MedTech executives have taken to drive business growth. TABLE OF CONTENTS Expansion to an Entire Clinical AreaExpansion to an Entire Clinical Area > Bringing AI/ML Innovations…

4 ways healthcare providers can advance their Patient Experience program

Today, healthcare depends more than ever on patient experience (PX) and feedback. Hospital reimbursements are often tied to patient satisfaction scores measured on a nation-wide scale. But simply accumulating feedback is not enough to compete successfully. By combining existing patient experience data with advanced analytics, organizations can reveal insights that can help them assess performance, effectively identify existing gaps in their service provision from a 360-degree perspective, and ultimately prioritize…

Customer delight: Pricey or priceless? Prove the ROI of your CX initiatives

Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research Customer Experience Management has matured immensely since the first customer-focused initiatives in the 80s and is no longer a universal magical phrase to big investments. Nowadays telecom executives expect to see clear, significant and measurable financial impact as part of the CX initiative pitch, which makes advanced analytics tools like Predictive NPS® invaluable in making sound…