On 2 October, we held an expert session with the Customer Service Federation (Klantenservicefederatie, KSF) at our office in Amersfoort. The speakers – our colleagues Jeroen Kromme and Sebastiaan de Vries – talked the participants through the opportunities offered by data and the steps you can take.
The presentation began with a picture from “Where’s Wally?”. You can see a picture of a beach full of these figures. In between all those figures you need to find Wally (who always wears the same stripy top). It’s actually the same with data: there’s so much data, how are you going to find and use the data that is relevant for your organisation. The participants of this session are data analysts, innovation managers and customer interaction professionals from different organisations. Jeroen and Sebastiaan (data scientists) guide the participants into the world of data and opportunities for customer interaction.
Data science is about 3 things:
To experiment with this and to innovate, we regularly have “Project Friday”. Which is an initiative to learn and go in search of the boundaries of current knowledge about A.I. and Machine Learning. We write an algorithm and dismantle a coffee machine in order to program it to link faces to preferences. One of our colleagues goes and stands at the machine, the coffee machine recognises them (facial recognition) and then the person is given the coffee of their preference. It is an example of applying A.I. and using data in real time to satisfy the customer’s needs. For an extra strong coffee on a Monday morning ;-).
One of the models we use regularly is the “Maturity model”. It is a model that offers insight into your organisation’s stage of data maturity and consists of 5 stages:
Jeroen uses a practical case study, Vivat, to demonstrate how the model works. Vivat had lots of knowledge about their KPIs and had collected plenty of data, but their data was coming from seven different sources. It was all collected manually and then distributed using lots of Excel files.
Next, the participants got to work themselves. Not everyone is at the same stage of the model. And every stage has challenges of its own. Everyone wants to get to change 5 but not all of the participants are there yet.
As the participants put it: “There is already a lot you can do thanks to technology, but it also demands a lot of operations and company culture, and therein lies another almighty challenge.” They also believe in the cooperation between a chatbot and a human: “When using real-time data, that cooperation is highly important”. Chatbots are still not far enough developed to be able to replace the agent.
The group was split into four groups. Each group was tasked to work out how you can get from one stage to the next. All the groups got cracking. Here are the groups’ main conclusions:
One of the things that made this session so fun was the interaction from the group. It provoked fascinating discussions and there were good questions. It also turned out to be valuable to gauge how far the various organisations have come and how they are using data to reach the next stage of the Maturity Model.
17 April 2023
In every company it’s a struggle to make sure we only keep the documents we want... read more
7 September 2022
We don’t know if you’ve heard already, but there is yet another crisis on our horizon:... read more
15 September 2021
Project-Friday At Cmotions, we love a challenge. Especially those that make us both think and have... read more