Case Study

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Customer experience score

Industry: Entertainment

Problem Statement

Client wanted to identify a way to utilise the significant amount of unstructured data in the form of user feedback to improve customer experience.

Our Approach

Collated data sources pertaining to customer experience.
Used the volume of interactions to quantify experience.

The How

Data collated and Dimension/KPI identified.
Text Mining and data transformation was done to arrive at a customer experience score (CES).
Enriched Data Lake.