Feb 2023 - Analytics Update

Data Science & Engineering

• Client sentiment: Public REST API developed to expose client sentiment, refreshing every 10 min.

• AdTech:

• Customer Match to increase Google’s targeting capabilities in improve acquisition efficiency.

• Better Audience definition using machine learning

• Churn Prevention: Inactivity Model delivered & made production ready & push machine learning churn prediction score to Salesforce.

• Segmentation of our Market Intelligence clients

Reporting

• Customer Profile: Consolidated commercial & operational view at a client level powering client facing teams to track their book performance

• Retail budget reforecast

Operations

• Customer Journey Analysis using Natural Language Processing.

• Automate Agent Performance tracking

Digital (Tracking, CRO and Personalization)

• Salesforce – Google Analytics connection established to help create audiences from Salesforce

• GA4 deployment almost complete, enabling us to operate in a cookie-less world.

• Personalization: Various efforts across lead capture, encouraging prospects across various journeys depending on their life stage

• Lead capture: Connecting onsite behavior to Salesforce to increase efficiency of our digital properties

• Lead capture on landing page. This has already seen an 18% increase in # Apps submitted.

• Sticky CTA banner – site wide – promoting our Chinese New Year promo, 2023 Outlook, Exit intent