Customer Data: Mining for Gold (3-4min) In this article for HBR, three AI heavyweights outline the primary problem in measuring CX. They propose a solution using unstructured data and applied, linguistics-based natural language processing (NLP). …
Customer Experience News 193: New Customer Needs = Growth Opportunities, Solving the Data Deficit Problem and Woolies Cops $1M Fine
New Customer Needs = Growth Opportunities (2-3min) Alex Allwood explains why it is critical in the current environment for businesses to understand their customers’ new needs and experience expectations, in order to identify and capitalise …