Expectations Are High for Machine Learning and Its Potential Impact on Customer Loyalty

Machine learning has been a hot topic in the loyalty industry in recent years, but now seems to be building more momentum amid advances in Big Data technologies. Loyalty360 talked to Manoj Das, VP of Products, Stellar Loyalty, to find out more about machine learning and its potential impact on customer loyalty. For those still trying to wrap their arms around this topic, can you explain what Machine Learning is and why expectations are high for its potential impact on customer loyalty / CX? Das: At its core, Machine Learning means the ability for computers to learn without being explicitly programmed. In practice, as applied to Data Science, Machine Learning means building models using statistical and related techniques based on data for which a conclusion is already available to make predictions on new data sets. For example, if you have large data set available on customer attributes and historical book purchases, you can use it to predict which book they are likely to buy next.