As one of the largest transportation providers in the world, Deutsche Bahn is eager to understand the customer experience of its passengers interacting with its agents. Driving greater sales requires highly efficient engagement with call center agents. However, efficiencies can be hard to understand and measure with so many call center interactions. DB Systel Gmbh, the IT services arm of Deutsche Bahn, uses Splunk Business Flow to quickly map thousands of customer experiences to understand opportunities for improving efficiencies. In this session, learn how Deutsche Bahn is able to operate a more efficient call center and drive greater passenger sales using the fast and flexible insights of Splunk Business Flow.

Speaker(s)
Ilario Angilletta, Consultant, Deutsche Bahn
Oliver Kempf, Founder & Product Owner Process Mining, Deutsche Bahn

Slides PDF link - https://conf.splunk.com/files/2019/slides/BA1191.pdf?podcast=1577146247