Kobus van der Westhuizen
Genii AI & Analytics
My passion is Customer Service and Innovation to improve Customer Experience for Top 500 brands. We can all do with better service!!!
My areas of expertise are Dealmaking, growing companies fast, and creative business solutions.
I do this from a simple philosophy that "People do business with People", hence my vast professional and personal network.
After serving as a senior executive on many large BPO & Customer Service Outsourcing companies for 15 years, Kobus decided to start his own Customer Service Analytics and AI Advisory company.
Using Analytics and Voice of the Customer Data, we can assist Top brands to improve service, based on customers preferences".
Ai applied: From Pain to Gain – A case study
We will present the Good, Bad & Ugly of developing the first customer service demand prediction models. Come listen to a real case study, NO THEORY, where Ai was applied to predict customer service demands across the customer journey , and actioned, to improve CX and reduce customer effort. We will present a case study where predictive analytics, leveraging Ai machine learning, was applied successfully at a large telco. The business case, process applied, outcomes, failures, lessons learned and success story, with associated ROI.