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Showing posts from June, 2019

The rise of unobtrusive learning in the age of big data

One advantage of living in the age of big data is a diminishing need to ask customers explicitly for feedback. A variety of methods for unobtrusive learning from customers have emerged thanks to digitalization (vs. digitization). For example, customers now write reviews every day about products and services without being asked to do so. The behavior of customers can be captured by tracking their website visits. Sensors are now so cheap that a retailer can put sensors all over the floor in its stores and track the physical movements of customers. Compared to the tools and technologies used in an Amazon Go store, such a data collection initiative can be considered a small step today. Motion sensors for store shelves, neural network-powered cameras, and wireless beacons can easily be added as complements. From a managerial perspective, the phenomenon is more than a shift from a push mindset to a pull mindset. Leveraging it fully requires careful planning and execution. This is probably w…