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Predicting super-detractors through machine learning

Predicting super detractors

Future Thinking GemSeek were delighted to win the inaugural MRS Innovation in Data Analytics category at the December awards dinner, with their entry « Predicting super-detractors through machine learning. »

Our project, conducted for Liberty Global, presented an application of how data fusion and artificial intelligence can be applied to a key operational challenge helping to reduce churn and improve CX.

Our submission sheds light on how our innovative and pragmatic application of machine learning models helped Liberty Global address this challenge, with a significant commercial benefit.

The judges’ were equally impressed: « There is real evidence of resultant client action directly based on this state-of-the-art study, plus very positive customer service/commercial impact too. A clear winner. The judges were unanimous in commending and ultimately choosing Predicting super-detractors through machine learning for the inaugural year of this category, based on its highly sophisticated programme of analysis involving multiple data sets, requiring innovative integration and synthesis. This paper also neatly fused with Q&A MR survey data, all ultimately for predictive decision-improvement purposes. »

Download our paper to see how we helped Liberty Global, a leading telco, TV & broadband provider in the UK and Europe, improve its customer experience and satisfaction as well as decrease churn rates.

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