Is there such thing as too much customer data?

When it comes to imagining the future, customer service often gets painted in a dystopian light. Take the 2002 sci-fi film Minority Report. Tom Cruise’s John Anderton walks into the Gap, an identity recognition system scans him, and a hologram asks about a recent purchase.
There’s something unsettling about this portrayal—an unsolicited bot seems to know everything about you (or, as in the movie, mistakes you for someone else). But the truth is, customers today expect this kind of sleek, personalized service, which requires data of course. Read more…