15
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4
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2021
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Meetup

Quantifying Customer Experience with Causal Models

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Abstract
Quantifying the impact of customer experience (CX) improvements on financials is crucial for prioritizing and justifying investments. In telecommunication as well as other subscription-based industries, churn is the most important financial aspects to consider. The presented approach shows how the churn-impact of CX improvements – measured via Net Promoter Score (NPS) – can be estimated based on structural causal models. It makes use of algorithms for causal discovery and counterfactual simulation.

Bio
Björn Höfer currently leads a team for Customer Analytics at Telefónica Deutschland. His team is part of the Data Analytics & Artificial Intelligence (DAAI) division within the Digital & Data Competence Center (DDC). The DDC supports all business areas in improving and automating decisions using modern and innovative analytics and data science methods.

Björn has more than 15 years of experience in Analytics and Data Science. He worked at GfK, Ipsos and BCG. He studied International Business Studies at the University of Paderborn and hold a PhD from Friedrich-Alexander-Universität (FAU) Erlangen-Nuremberg.

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Agenda:
18:00 - Welcome
18:15 - Talk
19:00 - Q&A
19:30 - END

Online Event

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Datum:
15.04.2021
Uhrzeit:
18:00 Uhr
Ort:
Online Event
Speaker:
Trainer:
Tickets:

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