re: Big Data And Humanizing the Customer Experience
Hasan's point at the end about providing the insights to staff in ways they can understand is important and could be viewed as the flip side of what he is saying about personalizing customer insight. Employees also can benefit from that kind of personalization, I would think. Part of it is that people in different roles (e.g., branch vs call center vs mobile, or channel vs risk management) have different things they need to do with the customer insight. But also not all employees consume the date in the same way -- some on PCs, some on mobile devices, some face to face. Just as there is not an "average" customer, nor is there an "average" employee.