About this Session
Customer feedback is a treasure trove of insights and customer-centric monitoring. Are you already using it to its full potential? In this presentation, you will learn how Otto has fundamentally improved the way it handles customer feedback and turned it into a valuable resource for actionable insights. It wasn't always like this. The transformation started by replacing manual categorization methods with an AI-driven solution. Mara Declair tells you how implementing AI has laid the foundation for more efficient and insightful work with feedback - but also why AI alone is not enough. Get an insight into our journey of unlocking the power of customer feedback, including key learnings and challenges.
