Customer Mindset Analytics

Impact generated: #CustomerBehavior #EmotionalAnalytics #DataModeling #CustomerMindset #ResponsibleBehaviour #UserEngagement #BehavioralInsights #ProductExperience

This project was designed to capture and interpret customer interactions with our products and platform, translating these interactions into indicators of emotions and behaviors such as anxiety, frustration, joy, engagement, eagerness, and satisfaction. This initiative emerged directly from the insights gained in previous CX initiatives, aiming to deepen our understanding of customer mindsets through advanced data modeling. It enriched the company's ability to interpret customer behaviors, leading to improved product development, more personalized customer experiences, and a proactive approach to responsible gaming practices. 

My responsibilities also included close collaboration with key stakeholders in Customer Experience, Product Development, and Responsible Customer Engagement, ensuring alignment between analytical models and business objectives, particularly in addressing sensitive customer experiences.