A panel of executives at the NRF Big Show agreed that data automation cannot replace the human touch.
"We let data and automations of our models just run and make decisions for us," without a human presence saying this is too personal for this group of customers, said Gayatri Patel, director of data platform strategy and initiatives with eBay (NASDAQ:EBAY). "Maybe we should err on the conservative side. At least you protect the customer from feeling that 'I gave you information, now why would you recommend this?'"
Patel also said that mobile loyalty program data collection must be more stringently managed to keep the process from driving away consumers. Story