Using KCS and Discovery Based Analytics to Generate Proactive Support Deliverables and Guaranteed Customer Outcomes

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Presentation delivered by Rob Baker, Akamai Director of Product Support,  at Technology Services Industry Association 2014 Service Transformations Conference in Las Vegas on October 21st, 2014

 

Session Info:

Beyond the big data repositories, there is an untapped well of opportunity for revenue growth, improved customer loyalty and unaddressed market needs hidden in the annals of existing knowledge systems. By leveraging documented best practices and KCS methodologies used in conjunction with customer consumption data, it is possible to baseline norms and offer repeatable outcomes. This transformative case study will demonstrate ways to go beyond simple article attach rates to generating customer insights that can be translated directly in to value added service offerings.

Outcomes