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Building a Customer-Centric Culture by MIT Sloan Management Review

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Improving Customer Service and Security With Data Analytics

The advantages of analytics to customer service have already been shown. Now the question becomes: How can analytics be used to improve security?

Organizations are collecting more and more data. And while rich data allows personalized service, detailed data about real people (rightly) often raises concerns. Just as this data is increasingly valuable to organizations, it can be valuable to criminals as well, leading to an ever-escalating series of data breaches. Data analytics exacerbates trade-offs between security and service; the analytical processes on data can, at a minimum, raise privacy concerns for individuals because much of marketing analytics tries ...

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