Reducing Call Center Volume with Adobe Customer Journey Analytics feat. TELUS’s Mike Kellner

Room For Growth

We are just days away from Adobe Summit: our bags are packed and we are bringing an all-star crew to Las Vegas. But before we head out to one of the largest MarTech conferences in the world, we’re connecting with Mike Kellner, TELUS Director - AI Data & Analytics. Mike shares win stories from the leading global telecommunications providers’ recent innovations, driven by Adobe Customer Journey Analytics.

We explore how Mike’s team at TELUS taps into Customer Journey Analytics’ powerful capabilities to optimize critical moments in the customer journey, like onboarding, billing, and opportunities to cross-sell or upsell products and services. What’s unique about Customer Journey Analytics are its analytics and business intelligence capabilities: through the platform, TELUS has connected offline data from call centers and retail interactions with online data from its app, websites, chatbots, and other digital channels to create more holistic, omnichannel customer experiences.

TELUS prides itself on providing a truly personalized customer care experience when and where customers need it most — whether online, by phone, or across its retail footprint. Now, other business units at TELUS are utilizing Customer Journey Analytics to enable similar use cases and, with WillowTree’s help, ensure that using the platform is as cost-effective, collaborative, and efficient as possible.

Additional Resources

TOPICS DISCUSSED

• Resolving common customer pain points with Adobe Customer Journey Analytics’ robust online and offline data activation capabilities
• Facilitating more seamless, cost-effective user adoption of new technologies across Adobe Experience Cloud
• Connecting with WillowTree at Adobe Summit 2024 (see us at Booth 1127!)

KEEP THE GROWTH GOING

• Connect with Billie Loewen on LinkedIn
• Follow Mike Kellner on LinkedIn