ESPN Enhances the Fan Experience with Domo App Studio
15 Maggio 2024 - 3:00PM
Business Wire
Together, Domo and RXA@OneMagnify uncover and
analyze insights from fan survey data, improving ESPN’s customer
service program
Today Domo (Nasdaq: DOMO) announced that ESPN is using Domo App
Studio to enhance its customer service experience. With the support
of Domo Partner RXA@OneMagnify, a leading global applied AI and
data science consultancy, ESPN created a custom app that analyzes
their customer service survey data at scale to create better
experiences for their fans.
As a multifaceted business, ESPN has a large and sophisticated
contact center that supports fans with topics ranging from the
ESPN+ app to their fantasy portal. Customer interactions with the
center were historically tracked through star ratings on a one to
five scale, but ESPN’s team discovered that the written context
that accompanied reviews wasn’t captured in a scalable way, leaving
a lot of valuable insight on the table. The numerical data lacked
specifics on how to serve customers better, which contact center
agents were performing well and where additional training was
needed.
“Our goal is to create the best fan-to-fan dialogue, and the
opportunity to use emotion is a huge differentiator,” said Doug
Kramon, ESPN’s Head of Customer Care and Fan Support. “We’re
creating logical repeatable models based on this understanding of
customer emotion. Then, we’re using these models to train new hires
to create a more consistent experience with the fan. The result is
empowered agents with the training and support to protect the brand
and grow the customer base.”
Domo’s low-code app builder, Domo App Studio, offers an
intuitive drag-and-drop interface that allows customers to create
custom layouts and branding for their app. Together, ESPN and the
RXA@OneMagnify team developed a custom application that included a
bespoke Large Language Model (LLM) and Domo’s AI Model Management
layer to separate text in customer reviews and score sentiment and
the emotional journey in customer feedback.
“One of the most impactful learnings we had while developing
this solution for ESPN is that the numerical reviews on their own
often miss the details about what went well or where we could
improve,” said Jason Harper, Managing Director of RXA@OneMagnify.
"When we move beyond mere numerical ratings—even within the realm
of 5 stars—and delve into the specifics, we can distinguish elite
agents from those who are merely high-performing. By extracting
their techniques, we can develop training protocols that elevate
the entire team's skills. By uncovering the 'why' behind each
review, ESPN has not only rewarded skilled agents but also fostered
similar excellence throughout the contact center team."
“The power of App Studio is in creating personalized experiences
that drive business results,” said RJ Tracy, Domo’s senior vice
president of Partners, Strategic Development and Channel. “We are
proud to partner with RXA@OneMagnify, whose skilled team of data
science, data engineering and business intelligence pros help
customers like ESPN put data to work in creative ways that benefit
employees, customers and the business.”
To learn more, check out the Domopalooza 2024 session featuring
ESPN here.
About Domo
Domo puts data to work for everyone so they can multiply their
impact on the business. Our cloud-native data experience platform
goes beyond traditional business intelligence and analytics, making
data visible and actionable with user-friendly dashboards and apps.
Underpinned by AI, data science and a secure data foundation that
connects with existing cloud and legacy systems, Domo helps
companies optimize critical business processes at scale and in
record time to spark the bold curiosity that powers exponential
business results.
For more information, visit www.domo.com. You can also follow
Domo on LinkedIn, X and Facebook.
Domo is a registered trademark of Domo, Inc.
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version on businesswire.com: https://www.businesswire.com/news/home/20240515008772/en/
Cynthia Cowen PR@domo.com
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