The Kroger Company’s contact center of excellence vice president Jamie Lancaster will discuss how the Cincinnati-based supermarket chain is turning its customer service logs into actionable insights during an April 25 general session called “Unlocking the Power of Unused Data” at the Retail & Consumer Goods Analytics Summit in Chicago.
Kroger handles a massive number of customer service calls about product issues and shopping experiences for its nearly 2,800 stores. Rather than just satisfying the needs of each caller, the supermarket operator realized the potential in aggregating and analyzing this information as a way to better understand shopper needs and desires.
In his session, Lancaster will dive into how Kroger is using the information derived from its call center to help drive product selection, planograms, store layouts and a range of critical business decisions.
After joining Kroger in 2008, Lancaster has held a number of different roles including director of application services, senior director of the office of the chief information officer, and vice president of indirect sourcing and procurement.
For more information about the session and the event, which takes place April 24-26 at Swissotel in Chicago, visit the event's website.