Recently, machine learning algorithms surpass humans intelligence in many areas (go, chess, poker). Operational optimization (logistic, back-office) and customer behaviour predictions (marketing, sales) are some of the top priorities in companies to digitize their business.
But only a few can remember that it all started in Bletchley Park with the need to break the Enigma Code. Without business analysis techniques they probably wouldn’t have succeeded. BA approaches that were used back in the day are still valuable today.
We will present two real (banking sector) cases and their results to demonstrate analytical phases of designing, developing and using predictive analytics models that process customer data daily and recommend actions, based on predefined business rules and decision points in workflows. From Stakeholder Needs aligned with their Value we will show how to build smart predictive algorithms to determine the “next best action” and “preferred channel” in the Context of better CX.
Defined KPI’s measure VALUE daily and enable BA to monitor effectiveness and efficiency continuously, detect potential issues and take necessary corrective actions. In 5 months we increased the VALUE to 450% and needed 16 days to achieve ROI.
About the Speaker
Andrej Guštin has more than 15 years’ experience in large-scale project management, business process management, consulting, training, functional design, touch points design, development and deployment, Information Technology and portal implementation. He has successfully led many business process, functional and technical projects in a variety of industries and companies. Andrej Guštin has been a Vice President of IIBA Chapter Slovenia since 2009. He holds a Master of Science Degree and a Certificate in Business Analysis. In his spare time, Andrej enjoys cycling, cross-country skiing and diving.