Tim Harrison
speaker
197 appearances
2 recordings
1 series
first heard Jun 2022
last heard May 2023
Tim Harrison’s voice in public audio — every appearance, attributed to the second.
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Appearances
Maybe on that topic, you kind of touched on it there with minutes and product.
Are there any other sort of interesting ones you've seen over time, either for sort of
Churn prediction or maybe sort of cross sales and upsells, where you've been uh potentially surprised or you found it actually has a lot of predictive power for customer behavior data signal.
So time
on
Time, time hovering over the cancel button.
really fascinating.
And it's it's these net sort of uh additional signals that kind of go beyond just that basic how many minutes are they spending in the product, but uh sort of other metrics of time within.
I guess they're you know all our businesses are arranged in sort of the churn and potential for upsell.
I guess thinking of the the CTOs and CPOs, what kind of use cases do you see actually that uh where customer behavior data can be used to sort of actually enhance the core product itself?
either in sort of feedback but also have you seen use cases where really customer behavior data sort of provides live feedback and live engagement with the customer?
And can you just to bring that one to life, I guess, in in a sort of real example is that a user's in the workflow and is clicking certain buttons and then it sort of directs them to the bit they're most likely to use next, or is it more when they're doing a search and sort of the recommendations that can be brought to light?
Really interesting.
And I think yeah, that's a a really big step there with actually using this customer behaviour data, not just for descriptive reporting and predictive analytics, but actually using it as part of the live customer experience to enhance uh the product offering.
One one point I wanted to touch on.
We mentioned one challenge, you know, really being the whether you call it the data driven culture or getting not just the the tech stack right, but also the people and process right.
Are there any other big challenges you've seen or that you've come across time and time again that essentially cause big big difficulties in customer behaviour data projects?
What are the things that uh companies should watch out for?
With behavioral data in
Really, and that's part of their journey, which is they now need to
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