Dissecting the Science of Customer Experience

Customer experience decisions can no longer be left to gut instincts. In the age of data science, companies are increasingly turning to data-driven insights to drive more efficiency and boost profits. A wide range of industries already use analytics to improve customer experiences and more will continue to do so in the next decade. At the same time, extracting value from data is expected to become more intricate and demanding. It is therefore no surprise that data scientists are described as the “unicorns” of the business world. In fact, the U.S. will experience a shortage of 190,000 data scientists capable of harvesting actionable insights from Big Data by 2018, according to a report from McKinsey Global Institute. Here, we speak with four data scientists about their roles and how businesses should…

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