MULTICHOICE
Dr . Durrel Ramrathan , Senior Manager , Operational Performance , Quality Analytics and ML at MultiChoice , drives value by focusing on customer experience
In his role of Senior Manager , Operational Performance , Quality Analytics and ML , Durrel Ramrathan leads the analytics and machine learning teams within operations at MultiChoice Group Ltd , Africa ’ s biggest pay TV provider .
As a data-driven business , his team enhances the organisation ’ s data maturity , with decisions based on feedback gathered from customers to improve the MultiChoice product landscape and make it reflective of what customers actually need .
With a relentless focus on customer experience , Ramrathan and his colleagues have ensured what they do is customer-centric by creating an ecosystem supported by artificial intelligence ( AI ) and machine learning ( ML ), enabling customers both internally and externally .
As with any pay TV provider , subscription is key , and a vital component of retaining subscribers is a seamless customer experience .
Customer experience a competitive difference for MultiChoice At MultiChoice , there is a big focus on purpose-driven leadership . This trickles down through the different teams to create a culture that drives innovation . Ramrathan insists that innovation ' s not something that you can give a framework to , all wrapped up in a two-day workshop , as some would suggest : “ Our culture at MultiChoice is about giving leaders the autonomy to develop their
214 May 2022