Kevin Sato Email & Phone Number

Omni-Channel Customer Journey Optimization is my focus. I ingest session data from multiple channels to find opportunities across all systems to reduce user friction and lower business costs. For example, I uncovered a high runner user journey through 6 channels ending with a call center human agent. Through improved coordination of 2 systems, this user journey could be both much simpler for the end user and fully automated.I am always on the lookout to fill gaps that empower the team to deliver better results to our customers. For example, I reframed our topic modeling analytics process to achieve greater alignment with business needs. This showed one customer that 40% of their live chat conversations with human agents could be automated with a virtual assistant (chat bot).