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The EQ Behind the IQ - Jaco Rossouw


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Principa CEO discusses the growing disconnect between the "data-driven" business and its customers.

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The EQ Behind the IQ - Jaco Rossouw

  1. 1. The EQ Behind IQ The growing disconnect between “data-driven” businesses & their customers.
  2. 2. A sonnet written by a machine will be better appreciated by another machine. Alan Turning The father of AI
  3. 3. Why am I talking about machines & EQ? Jaco Rossouw CEO of Principa, an international data analytics and software company.
  4. 4. The one thing we all have in common
  5. 5. A tale of two customer service experiences
  6. 6. We are drowning in information, but starving for wisdom. E.O Wilson Biologist, Theorist & Naturalist
  7. 7. So, where’s the opportunity
  8. 8. Mind the gap
  9. 9. Behavioural science
  10. 10. How do you make this happen 1 Understand your current data universe 2 Think about human behaviour at key touchpoints 3 Capture as much behavioural information as possible 4 Look for patterns and correlations 5 Experiment (deploy, test, refine)
  11. 11. In the age of machines, don’t underestimate the power and value of a human.
  12. 12. CAPE TOWN HEAD OFFICE Northgate Park, Platinum Dr Paarden Eiland 7405 +27 21 680 6000 JOHANNESBURG SALES OFFICE 342 Jan Smuts Ave Hyde Park 2196 +27 11 560 6950