Combining machine learning and service design to improve customer experience
Please be aware that multiple presentations will take place during this session commencing at 06:00PM AEDT and share the same zoom link. Check how presentations are clustered in the program spreadsheet when adding the calendar.
Service design is an effective approach for service-based businesses to improve customer experience. However, Double Diamond design process has limitations in identifying the development areas with most business impact. Combining service design process with machine learning presents a new opportunity for alleviating the aforementioned limitation. We present a case from a European service design agency and a Nordic life insurance company to describe the utilization of machine learning in the beginning of the service design process. With this new process we were able to quantify business impact of different customer experience factors and focus the design effort towards the most potential area. Additionally, we increased the buy-in from top management by enhancing the credibility of the qualitative approach with numeric evidence of customer experience data. The work resulted in increased Net Promoter Score for the client organization.Download Event Paper