From feedback to action – Suna Kinnunen, PhD, Passenger Traffic

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Session Outline

As a company that leaves no one (in Finland) cold, VR Group’s Passenger Traffic get close to 100 000 customer service contacts per month. This forms an untapped stream of customer insight coming straight from the source. But how to utilize such a mass of free flowing, unstructured input? In this session, I’ll share VR’s journey from customer service contacts to meaningful business insights.

Key Takeaways

In addition to helping customers with their issues, Customer Service can also be an important source of customer insight Categorization and anonymization frees customers’ voice to be heard across all the departments Automated data flows, reporting together with well-thought KPI’s can bring spontaneous customer insight into the heart of business

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