In Person/Online Hack - Quest CX: Developing unrivalled customer journeys - Sponsored by Aiimi

A session led by Amber Swift, Andrew Armstrong and Jess Lovegoods
Northumbrian Water Group, Aiimi

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About this session

Join us in this 3 day hack one of two ways: Virtual – from the comfort of your own home. In person – At the Aiimi HQ in Milton Keynes. (Details will be sent to your email upon sign up).

How can we leverage extensive data intelligence to really understand the customers journey so that we can provide an unrivalled customer experience?

Northumbrian Water's services sit at the heart of everyday life for millions of people. We want to make sure our customers trust what we do and know how to engage with us during any event, so they can have a worry-free relationship with us, whilst we provide reliable and affordable water and wastewater services for them. In this hack, we'll leverage extensive data intelligence about our customer journeys to identify key pain points and uncover new areas for improvement, all as part of our goal to provide an unrivalled customer experience.

This data hack will bring together data enthusiasts from the water industry and beyond to develop innovative solutions to a real business problem - delivering outstanding customer experience. Our aim is for hack participants to use collaborative analytics and data science to enhance our datasets, find new insights into how data can be consumed, and suggest improvements to better manage existing customer journeys. We’ll be looking at how to improve customer experience around high bill and moving home, while taking inspiration from our high-scoring customer journeys along the way. Northumbrian Water Limited ranked 5th in Ofwat's customer experience league table for 2019-2020 - and we've got big ambitions to top the tables for 2021 onwards. We need you to help us raise the game for our customers in our operating areas! This data hack is supported by the Aiimi Insight Engine - an AI-powered discovery platform which we'll be using to interconnect valuable data from across our corporate systems and unlock insight to answer business questions. Aiimi's technology will also be available for other data hacks at the festival, empowering all participants with access to high-quality data and insight.

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