Vladimir Lukin

Global Lead Scientist, Pce Labs @Kearney

Phoenix, AZ, US

PCE Labs is Kearney\'s dedicated customer innovation consulting arm dedicated to helping clients create and commercialize new products, services, and experiences, design and deliver customer-focused transformations, and build innovation capabilities. We are global team of entrepreneurs that blend consulting, business design, data science, and agile methodologies to bring a differentiated talent proposition to client engagements. The team covers the globe with hubs in Chicago, Warsaw and Sydney. client engagements include: AI-enablement to improve customer experience: For a large SEA telecommunication company, provided analytic backbone to automate the customer care email response system, partnering with one of the leading AI-solution providers in CX. Large-scale digital transformation: Performed text analytics of call transcripts (1MM) for a large banking and insurance group in Australia. Categorized reasons of why customer are calling in order to prioritize business digitization initiatives and reduce call volumes.Value-based client portfolio segmentation: Developed a retail client portfolio segmentation for a large EE bank, to determine marketable clusters with highest revenue potential. The segmentation was used to identify opportunities for repositioning retail banking business to grow lending, displace cash and increase product penetration/cross-selling. NPS Remediation and root-cause analytics: Developed an analytic approach of NPS management by identifying areas to step-change customer advocacy for a large EE financial institution. Identified metrics reflecting customer behavior as detractors to allow timely account health monitoring and development. Data-driven customer acquisition: Led the transition of credit card acquisition marketing into digital domain partnering with large data-management platform vendors. Developed a suite of predictive models based on online behavior data.

Oklahoma State University

Master of Arts (MA), Economics

Oklahoma State University

Doctor of Philosophy (PhD), Agricultural Economics