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Using Data for a Better Customer Experience

Over time data has gathered a good as well as bad reputation. While data might be used for things like monitoring employees, it can also be used to build trust and create a better customer experience and employee experience.

Amelia Dunlop, chief experience officer at Deloitte Digital, explains how she, along with her team, have tried to measure humanity at the workplace for the purpose of better customer experience. The amount of humanity depends on the amount of trust, so the team focused on capability, reliability, humanity, and transparency in order to predict future behavior.

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