(US and Canada) Faker Zouaoui, Chief Analytics Officer, Asurion, speaks with Jason Masker, Field Chief Technology Officer, Stratascale, an SHI Company, about Asurion’s business, the focus on data analytics, and the organization’s outcomes from its data literacy program.

Asurion is a global tech company that provides insurance, repair, replacement, and support for various technologies, from mobile phones and laptops to major household appliances. In his role, Zouaoui sets strategic priorities and identifies new business opportunities based on data in close collaboration with all the business units.

His team focuses on three things. First, enabling the business to make smarter decisions using data and insights. Second, creating differentiated data products to improve customer experience, and third, driving operational improvements.

He mentions that close collaboration with the business is critical, and the IT teams work closely with them to prioritize and tie analytical outcomes to specific business objectives. They also continuously measure the success of those outcomes and quantify them to find how they can create business value.

Zouaoui shares that his team has developed several natural language processing models by mining calls in real-time to automatically understand customer intent and the behaviors of the expert that supports those customers. This helped build several proactive tools to serve customers better and faster and drive operational efficiencies.

He also discusses Asurion’s data literacy program for employees, leaders, interns, and college students. Much of the content is delivered to them via online learning platforms or classroom sessions for machine learning or data visualization. In conclusion, Zouaoui mentions that the program has made way for a robust data-driven culture in the company and has helped engage better with the business units.