Converge Taps AI and Data Analytics to Transform Customer Experience and Product Development

How Converge Uses AI and Data to Improve Product Development and Customer Experience

Customer behavior often remains a mystery for many businesses, leading to operational decisions that miss the mark. Converge, a leading broadband and technology company, is changing that by applying automation and AI tools to better understand customer needs. Their goal is clear: turn data into actionable insights that enhance both product development and customer experience.

Converge has been using business insight tools for some time, but now they are making a significant shift by leveraging Salesforce’s Tableau platform. This agentic analytics tool, embedded with AI, accelerates the flow from data to action, making it easier to convert insights into concrete tasks.

Streamlining Customer Data for Better Decisions

With a customer base of 2.6 million and growing, Converge cannot afford scattered data sources or missed insights. Eugene Yeo, Converge’s Chief Executive Advisor, stresses the importance of consolidating customer behavior monitoring into a single platform. This streamlining makes market intelligence accessible and actionable across the organization.

Yeo’s focus is on ensuring that data insights reach everyone from executives to the MSPs (managed service partners) who handle sales in specific regions. These front-liners need clear information on customer challenges, such as payment difficulties or product fit, to respond effectively.

Empowering MSPs with Data-Driven Tools

MSPs act as Converge’s local market representatives, managing sales and customer relationships. By equipping them with Tableau’s insights, Converge enables MSPs to:

• Identify payment issues within their subscriber base
• Ensure the right products reach the right customers
• Make informed decisions based on real-time data

This empowerment aligns with Converge’s shift from a traditional telecom company to a technology-focused business, emphasizing data-driven strategies.

Collaboration and Continuous Learning

Yeo recently joined the Tableau Advisory Board, a global group of experts from various industries. This role offers access to peer insights and best practices for using AI in business intelligence. It also helps Converge confirm that their AI adoption is on the right track.

In discussions with Salesforce’s Edward Beaurain, Yeo highlighted the priority of training both MSPs and executives to fully utilize trustworthy data for operational decisions. This focus on training ensures that data-driven insights translate into better customer outcomes and product decisions.

For product developers interested in the intersection of AI, automation, and customer experience, Converge’s approach provides a practical example of using integrated analytics platforms to drive growth and responsiveness.

Learn more about how AI and analytics tools can support product development and customer insights with courses available at Complete AI Training.