The words ‘Zappos’ and ‘incredible customer experience’ often appear in the same sentence. At a time when most companies viewed CX as a problem, Zappos saw an opportunity to make customers fall in love with their brand, and they made it happen on a grand scale. How exactly did they do it? Ameen Kazerouni, Zappos' Lead Data Scientist, reveals all in this episode. We talk: - The payback of training all employees as customer agents - Applying machine learning and algorithms to the customer experience - How getting personalisation right can be about knowing when not to personalise - The versatility of machine learning and how smaller enterprises can utilise it - The importance of reading a customer through emotional intelligence - How AI can help drive innovation and solve new problems

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