Last week in our Digital Marketing specialization’s Practitioner Seminar Talk, our students had the opportunity to learn from Gennaro Miele of Porsche Bank AG, who revealed practical use cases around data-driven customer interaction.

Gennaro presented insights into how Porsche Bank measures customer satisfaction and introduced us to sentiment analysis as a way of monitoring client experience. By analyzing feedback, they uncovered a correlation between the contract duration, number of interactions with the company and sentiment level, which helped them introduce personalized measures aimed at creating a seamless experience for users. He also introduced us to the Smart Driver application, developed to reward customers for safe driving on the roads, and its inclusion of game theory, which gives the benefit of increased user engagement and motivation.

After the talk, our students were excited to ask questions to Gennaro, sparking an interesting discussion on the opportunities that artificial intelligence provides in customer interactions, while taking its limitations and risks into account.

Thank you very much to Gennaro for sharing his expertise with us and inspiring us to think about the practical applications of data analysis.