PEPPER GLOBAL
the individual business units decide how the technology suits their own situation .
A really good example of this is actually as we enter some of the emerging markets , the availability of some cloud providers isn ' t there , so we have to think creatively about how we move from cloud to cloud , or from technology to technology .”
Data as a growth enabler Day works with data from a holistic perspective , with the view that it is of use throughout the entire value chain . The end-to-end process is critical , he says , because data answers key questions that emerge throughout the process , such as :
1 . How to make the right investment 2 . How to manage customer engagement more efficiently 3 . How to manage operations 4 . How to develop the right products 5 . How to understand customer behaviour
For Pepper , the deployment of natural language processing ( NLP ) in their call centres , has been an innovative step in gauging the intentions of the customer , from stressrelated phone calls that could dictate better question patterns , to pick up on potential fraud attempts .
“ Amongst other applications , we ' re using NLP to help manage compliance processes ,” Day says , “ So , literally every step of the process from thinking about what products you might develop for a marketplace through to managing a customer in the latter stages of them being a borrower is where we see the opportunity to drive value through data .
“ I think there ' s not a single big lever . It ' s about a myriad of applications across the value chain rather than one big thing