Personalization at Scale With Machine Learning: The Xero Story
When Nigel Piper, Executive General Manager, first joined Xero, the company only had 100,000 subscribers. In over ten years that number has risen to over 1.4 million subscribers. Xero was challenged with scaling their customer support efforts to millions of customers globally, all the while meeting the growing demands of customers. Personalization at scale wasn't a nice to have, it was a must have. They needed to make relevant information accessible to those who needed it most: its customers and employees.
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