customer experience

What Data Can’t Tell You About Customers

Read in Harvard Business Review

August 27, 2012
by Lara LeeDaniel Sobol

Across industries, companies are using the vast amounts of user-generated data to guide innovation of new products and services. But data mining does not equate to developing “customer intelligence.” Human behavior is nuanced and complex, and no matter how robust it is, data can provide only part of the story. Desire and motivation are influenced by psychological, social, and cultural factors that require context and conversation in order to decode.

Read the full article in Harvard Business Review

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