171 because I believe they create an instant barrier between ‘ tech people ’ and the waiters , chefs and managers in our locations ,” Barreto explains .
One way in which he ’ s worked to demystify the process of drawing actionable insights is through a change of delivery method . “ We ’ ve shifted over to using word clouds and very simple graphs in order to make customer feedback trends understandable ,” he says . “ We take customer feedback and use machine learning to put it through our platform in a way that is easy for anyone to access at any time . It ’ s not
“ IT ’ S NOT LIKE THE OLD DAYS WHEN THE MANAGER WOULD GET A PDF OR A SPREADSHEET EMAILED TO THEM EVERY TWO WEEKS ”
José Rafael Barreto Ibarra , CIO , Goiko
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