As we approach the new year of 2017, we are kickstarting the year with our most anticipated 2nd Big Data & CEM World Show in Jakarta, Indonesia. In this series, we are thrilled to have our Speakers – industry leaders from around the world, to share with us their insights on the ongoing challenges, future opportunities and growth potential of Big Data as well as customer experience management (CEM) in the South East Asia (SEA). Read on to get a sneak preview of their presentation for the upcoming show and a fun trivia about them too. 🙂
This week, we welcome Prashant Gokarn, Chief Strategy & Digital Services Officer from Indosat Ooredoo to provide his perspectives on the importance of adopting Big Data in improving customer experience and more! Want to know what are the only 3 foods he has chosen to eat for the rest of his life? Keep on reading!
BIGIT Team (BT): What is your current position? How long have you been working in this position?
Prashant Gokarn (PG): I am the Chief Digital Officer at Indosat Ooredoo. I have been in the position for 2.5 years and in Indosat Ooredoo for 5 years.
BT: Can you share a brief overview of what it is that you do in your work in Indosat Ooredoo?
PG: I manage various new business initiatives at Indosat – running our fibre and Pay TV business, Indosat’s digital businesses (financial services, digital advertising and eCommerce), mobile VAS and content business and I also manage our venturing activities that include a VC Fund (Softbank-Indosat Fund and our accelerator, IdeaBox)
BT: What would you say motivates you to do what you do?
PG: I am motivated to create new businesses and love to work with interesting people on creative ideas that can make a step change to the way we live, communicate and work.
BT: What is the featured customer insight initiative that you are currently working on? Give us a brief overview of it.
PG: We have created a specialized analytics company, Eureka, which uses the fantastic depth of information we have to help our business customers decide areas such as which digital platforms to promote on, where to place outdoor billboards, for credit scoring who to give loans/ handset financing to, what discount to give on tickets to who etc. We offer not just the analytics but a full service execution service to address a customer need.
BT: Why do you think that it is important for businesses to adopt BDA and how does this improve customer experience?
PG: In addition to the external monetization, we continue to use our analytics to improve customer experience, reduce customer churn, upsell packages, decide on location specific promotions, network and capacity enhancements etc. Analytics is very central to our decision making. Similarly, in our experience with our customers, analytics can help businesses increase shareholder returns by at least 15% – 25%.
BT: (Fun Question): If you could eat only 3 foods for the rest of your life, what would they be?
PG: Chocolates, cheese and fruit!
Read more on Prashant Gokarn’s profile here.
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