Conference Day Two: Wednesday, 18th September 2019
Sunday, August 18th, 2019
12:35 PM KEY TECH ENABLER: DATA ANALYTICS: Case study: How infusing predictive analysis with their CX strategy caused a 30-40% improved accuracy of call demand per day for a major online retailer in India?
Flipkart a major retailer in India has deployed predictive analytics in creative ways including how it delivers service through its contact centers with 72% higher chances of gaining recommendations. This case study focuses the ease of data flow that lets Flipkart enjoy its customer loyalty.
Key question: How has Flipkart created a multi dimensional CX strategy?
- Creating the end-to-end ease of shopping; checkout journey process
- Transforming predicted and proactive CX; how did they move from a reactive CX?