The path to becoming a data driven company does not have to be such a tedious one. Curious about how to make it happen? With essential insights shared by Janick Mischler, PostFinance and Selina Gasser, Accenture, let’s explore how they have embraced this transformation.
Drawing on a few key highlights.
Setting a Clear Objective
One of the first steps in PostFinance’s journey was setting a clear objective: ensuring the proper use of data platforms. This involves having the right data, technology, and skills in place, which are essential for driving data-informed decision-making across the organisation.
Harnessing the Power of LLMs
To best identify and understand customer needs, validate product ideas and discover new business opportunities, PostFinance has leveraged Large Language Models (LLMs). This powerful tool enables them to analyse millions of customer interaction records, providing valuable insights for customer journey owners and product managers.
Establishing PF-GPT
An exciting highlight of their journey is PF-GPT, PostFinance’s internal LLM-driven chatbot. This tool provides rapid responses within 30 seconds, greatly enhancing efficiency. However, its success hinges on substantial investment in user training and adoption, underscoring the need for a strong focus on user engagement in implementing such technologies.
By focusing on these strategic areas, PostFinance has paved the way toward becoming a truly data-driven company, offering valuable lessons for others on a similar path.
