Improving customer experience through accurate demand forecasting

Improving customer experience through accurate demand forecasting

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Article ID: iaor200948255
Country: United Kingdom
Volume: 4
Issue: 1
Start Page Number: 16
End Page Number: 27
Publication Date: Dec 2009
Journal: International Journal of Services Operations and Informatics
Authors: , ,
Keywords: forecasting: applications
Abstract:

Accurate demand forecasting is critical to improving customer experience. Accurately forecasting demand ensures that organisations have full visibility of customer requests. Such proactive visibility of demand in service organisations enables the right resources to be deployed at the right place and at the right time. We discuss the challenges faced in developing a demand forecasting system for service organisations. We also discuss the application of such a system at BT PLC, one of the leading communication service providers in the world.

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