Theme 4: Customer

How can we conduct responsible and in-depth analysis of our customers' behaviour?

For several years, the KB has been responsible for the public library system. We focused on identifying the user needs of these new customer groups and made good progress in this. However, it becomes more complicated when we try to answer the question of what our customers actually do with our services. This involves the analysis of their user behaviour. We aim to conduct in-depth analysis of what people search for online, but also which physical books and e-books they borrow. We have Big Data-like datasets that we can use to help our customers, but we want to do this in a way that is ethically responsible. First and foremost, we want to offer a safe and reliable environment such as is being developed within the Responsible Data Science consortium, that developed the FACT principles of Fairness, Accuracy, Confidentiality and Transparency.

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