Steve Jones is the Head of Insights and Data for Capgemini North America. He has a background managing both AI and Big Data for Capgemini and is a leading global expert on how companies use data for insights and improved CX. In this episode of CX Files he talks about using data insights to create great CX and the effect of emerging tech such as facial recognition. He also explores the ethics of insights - can too much insight start to feel creepy as brands know everything about us? www.linkedin.com/in/stevegjones www.capgemini.com