Converge looks to AI, power of data to drive product development, customer experience

Customer behavior has always been a ‘blackbox’ of sorts and this dilemma often leads to misguided decisions operationally for businesses; as a leading broadband and technology company, Converge is aiming to demystify customer wants and needs and is now taking the opportunity to do so with automation and cutting-edge AI tools.

While far from being a stranger to business insight tools, Converge is taking a big leap in leveraging data-driven intelligence — in the name of elevating customer experience — with the use of Tableau, Salesforce’s agentic analytics platform.

With AI deeply embedded in this platform, the data-to-action workflow of Converge is accelerated, turning insights into actionable tasks easily and the streamlining analysis-to-insight process. 

“For a company like Converge, whose customer base is now at 2.6 million and continuously expanding, we cannot afford to have scattered sources of information about our customers, and definitely cannot afford not to take advantage of market intelligence tools. This has been one of my primary tasks at Converge and I’m happy that now our customer behavior monitoring has been streamlined in just one platform,” said Converge Chief Executive Advisor Eugene Yeo. 

Yeo was recently appointed to the Tableau Advisory Board, a multi-stakeholder group consisting of key personalities from media, technology, publishing, banking and communications around the world, offering a balanced mix of expertise and perspectives. 

Tableau, which  was acquired by Salesforce in 2019, has continued to invest in its AI capabilities — most recently announcing updates to its agentic AI solution Tableau Next.

With the arduous task of data cleanup now mostly done, Yeo said the next step is maximizing Tableau to guide decision-making of company executives down to the front-liners, the MSPs (managed service partners) of Converge. 

“Our MSPs are our representatives around the country; they manage selling our products in specific regions and we want to empower them to make use of this data insight tool to inform them of what exactly is going on in their market — are their subscribers having difficulty paying? Are the right products reaching them? These are the kind of customer needs that will be made clear once they use the tool,” noted Yeo, adding that this is crucial now that Converge is transitioning from telco to techco. 

Emphasizing the need to produce trustworthy customer data from which to base operational decisions, Yeo said the training of MSPs and executives in Converge is the priority. The Tableau Advisory Board, which includes members from prominent institutions was created back in 2011 

for Tableau to gain strategic advice, market perspective, and industry insight from experts around the world. 

“One of the benefits of being part of the council is peer to peer sharing of best practices from global companies. As the world continues to move towards embedding AI into opportunities, it's a great opportunity to check if we are on the right track,” ended Yeo.