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The idea that scripts ruin customer experience is a dangerous one - Interview with Jimmy Hosang of TMAC
Today’s interview is with Jimmy Hosang, C-Founder and Chief Executive Officer at The Modular Analytics Company (TMAC), a rapidly expanding artificial intelligence and machine learning provider that helps people make better decisions faster. Jimmy joins me today to talk about how technology has made things worse, why vanity metrics like NPS don’t make sense, how speech analytics has been miss-sold and why we need to go back to creating the best experience.
This interview follows on from my recent interview – Leveraging branded virtual assistants to drive personalisation and innovation –…
The skinny
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