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Thursday, October 13 • 10:50am - 11:30am
How Verizon Listens to its customer: Trends dashboard on Voc Data
At Verizon we get millions of calls, chats sessions, NPS feedback, surveys, online feedback, product reviews, emails and complaints. This session will go into the details of how we built a highly scalable, searchable, realtime dashboard on Sentiment scored and categorized customer feedback verbatim, using Hadoop, Lucidworks Fusion, Clarabridge, and Cloud foundry and real-time data flow. The Dashboards provide valuable insight into customer needs, pain points, intent, broken processes, brand insights, product insights, social insight etc. It helps us react to issues faster and provide the best possible service to our clients by listening to the Customer.

avatar for Kaustubh Mishra

Kaustubh Mishra

IT Systems Architect for Voice of Customer, Verizon Wireless
Responsible to building data architecture for Verizon Corporate Initiatives for Voice of Customer, Consumer and Social insights. Also an architect on web analytics for Verizon wireless commerce team.  Previously worked on numerous reporting and data warehousing projects at Verizon. Advanced specialization in Statistics and Data Mining for Business and Marketing.

Thursday October 13, 2016 10:50am - 11:30am
Commonwealth Sheraton Boston