Conference Presentation

Why Big Data Should Be Critical to Your Services Organization

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Big data and data science have become the new black in recent years, and the use cases for business-to-consumer companies, marketing teams, and sales teams are growing exponentially. But what about support innovations with big data? At Citrix, we have been investing in big data technologies and data science methodologies with a business-to-business focus. How can we drive better customer experiences while also improving operational efficiencies? In this session, we'll discuss a number of models we have built, including the backstory and the details into how we approached and built each model. Models covered are a critical support case predictor and critical account predictor, a help-group e-mail text analysis, and support case keyword analysis focused on product quality improvements.

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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