Information as a Service

This chapter explains the core concepts involved in consumer information search and consumer decision-making. The key focus areas include the various channels that organisations use to make information available to consumers, which can be used for providing information to consumers, and the voice of customer (VoC) program, which is a repository of consumer information, can simultaneously serve as a source that can provide information to customer service channels. Additionally, the chapter describes the complexity of consumer queries, data ethics, and privacy-related issues that are relevant while dealing with massive amounts of personal data of consumers/customers.