Current Projects

A strategic initiative to deliver comprehensive self-serve reporting and analytics capability on the Omni Analytics platform for iD Mobile. The project aims to empower each business function with on-demand access to critical business insights, replacing current manual reporting processes and enabling data-driven decision making at scale.

Developing an intelligent offer filtering, ranking, and recommendation engine for the customer upgrade journey. This project addresses the challenge of manual segment management by implementing an AI-powered system that automatically filters offers based on customer attributes, applies business rules, and ranks recommendations in real-time across all channels.

Implementing survival analysis techniques to model and predict customer tenure and contract tenure. This project enables better understanding of customer lifecycle patterns, churn risk, and contract duration expectations, supporting strategic decision-making around customer retention and contract management.

Integrating Experian data into our overall data model to enrich customer insights with external demographic and household information. This project will incorporate customer segments and household categories from Experian to enhance our understanding of customer profiles and enable more sophisticated segmentation and targeting strategies.

Ensuring marketing processes leverage data directly from Databricks through modern integration approaches. This project explores and implements solutions such as Hightouch or direct API calls to enable real-time, reliable data access for marketing campaigns, segmentation, and personalisation, eliminating data silos and ensuring marketing teams work with the most up-to-date customer insights.

Ingesting and processing chat transcripts from conversations between our agents and bots with customers. This project enables comprehensive analysis of customer interactions, sentiment tracking, issue identification, and performance monitoring of both human agents and automated bot systems to improve customer service quality and operational efficiency.