MULTICHOICE
so successful and why it ended up getting selected . I think with our intense focus on bringing in that customer experience lens , we overlay that over our analytics and machine learning initiatives ,” says Ramrathan .
The MultiChoice technology ecosystem Explaining how MultiChoice delivers a superior customer experience , Ramrathan says it ’ s because of the close working relationships of customer operations , technology and business planning teams who ensure they are prepared for any changes that may arise within the Group , and help mitigate the impacts .
“ And then you get insights from our various tools to improve these customer journeys , while helping to identify key impact areas ,” he adds .
Staying ahead of the game is of particular importance since Ramrathan and his team deal with customers who have immediate issues that must be resolved in real-time .
“ By utilising the insights created for my analytics teams , the ML team is able to identify gaps in areas where they can alleviate internal and external problems . This is why our machine learning teams actually have a high success rate for projects that they implement ,” says Ramrathan .
By working as one ecosystem to compound the value that the teams deliver , the analytics products and machine learning products can evolve to support the customer experience while continually improving it . In this ecosystem , they can gather all customer information together so that when a customer interacts with MultiChoice , the business can draw on all past predictive models and behaviours
“ We start with the experience we want to drive for customers ”
DR . DURREL RAMRATHAN SENIOR MANAGER , MULTICHOICE
222 May 2022