Using Social Media for Better Customer Support

Data Science and UX should be the best of friends! While at the Copenhagen Developer Festival, Carl and Richard talked to Grishma Jena about her work in data science at IBM - and working closely with the UX teams to understand how customers use software and the opportunities to improve it. Grishma talks about the quantitative side of analytics regarding application telemetry, including the ability to predict when a customer is about to abandon an application. The conversation also digs into using modern machine learning to analyze quantitative data, such as comments in surveys - could you sort that kind of data by sentiment or actionability? Improve your UX with data!