Session 14-F

Customer Loyalty: AI Systems and When to Use Human in the Loop

The talk will bring back human in loop concept for AI recommendations in customer journey, customer care processes. We will review multiple AI customer case studies where original AI recommendations for the customer needed human interactions for customer retention and customer loyalty. In one specific example of Milwaukee Bucks, a basketball team in Wisconsin. they launched a unique service called “Bucks Pass,” a highly personalized data product. Utilizing customer 360 data. The franchise saw a substantial improvement in game attendance, averaging over 62,000 more attendees per year compared to the previous five years (excluding COVID-19 years), with an average of over 720,000 attendees per year due to Opt out of AI recommendation and Human in the loop as part of the process.

Speaker

Cecilia Dones

Adjunct Assistant Professor, Columbia Business School

Karan Dhawal

Data Strategy and Technology Leader, ZS Associates

Welcome to the CDOIQ Symposium, where innovation meets data excellence! Our symposium sponsors play a crucial role in shaping the future of data and information quality. As champions of cutting-edge technologies, thought leadership, and industry advancements, these forward-thinking organizations contribute to a dynamic ecosystem dedicated to harnessing the power of data for transformative business outcomes. Join us in recognizing and celebrating the invaluable support of our sponsors, who drive the conversation and inspire breakthroughs in the rapidly evolving landscape of Chief Data and Information Quality. Together, we pave the way for a data-driven future that propels organizations to unprecedented heights of success.