How CRM Predictive Models Improve Customer Experience

Uber sends hundreds of millions of emails, push and text messages every year to our drivers, riders, eaters and other customers. As open rates vary widely, it’s critical for us to understand who will or who may open our communications and formulate a multichannel strategy. In this talk, I will discuss how predictive models are used for improving communications and for analyzing experiments: At the end of this session, you’ll be able to:

• Determine how to think about and interpret predictive models
• Understand what metrics should be used to evaluate these models
• Choose what variables are best to fed into the model
• Use the output along with your CRM to improve the customer experience