Cognitive Analytics for Predictive Customer Engagement
Please join us for a two day working Discovery Summit with industry experts and leading academic researchers to explore how companies are driving digital transformation by leveraging cognitive computing and predictive analytics to better understand customer experience and drive innovative improvements in customer engagement, productivity, and growth.
Cognitive computing extends analytics to new sources of data, large and unstructured, using emerging technologies such as natural lanuage processing and machine learning. With advances in artificial intelligence, we can now analyze millions of free text documents to find relationships between concepts and ideas buried in data we have about customer behavior, intent, and challenges.
At this Discovery Summit, we will:
- Assess the current state of cognitive computing and data analytics to identify predictive opportunities: “How do we tell customers about things that we know, that they would value, but don’t know to ask us for?”
- Discuss the co-creation factor in designing the system that defines the individual's role with respect to their privacy and preferences.
- Discuss measures of success, assessing the value/relevance to the customer.
The goal of this session is to outline how the intersection of cognitive computing and predictive data analytics can be leveraged by different functions within the enterprise to improve customer engagement.
Topics that will be discussed include the intersection of cognitive computing and:
- Data analytics:
- Data collection
- Customer engagement:
- Compelling customer action (co-creation)
- What/where is the line of creepiness
- Customer/user empowerment - how to respect and adhere to customer/user preferences
This is a joint effort between the International Society of Service Innovation Professionals (ISSIP) and the Consortium for Service Innovation sponsored by San Jose State University Lucas Graduate School of Business. We are looking to create a framework that integrates the latest academic research and perspectives with the needs and experience of business.
We thank our sponsor, San Jose State University Lucas Graduate School of Business, for their support.
About the Consortium for Service Innovation The Consortium is a member funded, non-profit alliance of customer support organizations focused on addressing challenges in the support industry. Through a process of collective thinking and shared experiences the Consortium’s work integrates academic research and emerging business trends. The result is innovative, operational models that improve the customer experience. For more information about the Consortium, please visit www.serviceinnovation.org.
About the International Society of Service Innovation Professionals, ISSIP (pronounced iZip), is a young non-profit professional association co-founded by IBM, Cisco, HP, and several universities with a mission to promote service innovation for our data aware, instrumented and interconnected world where value is increasing co-created at the intersection of traditional boundaries. Our purpose is to help our members, institutions and individuals, to grow and be successful in our global service economy. ISSIP is a global organization with over 700 members representing number of major companies, more than 150 universities and 40 countries. For more information about ISSIP, please visit www.issip.org.