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Understanding the potential when customer insight is at the heart of operations According to an article that appeared in the May 5, 2014, issue of Forbes, “Wayfair is as much a data miner as it is a retailer. It constantly probes and processes information about its customers to interact with them, anticipate their wishful thinking, personalize their home pages and turn search into a form of entertainment.” And that was the exact message that Wayfair.com CEO and co-founder, Niraj Shah, told attendees at the 2014 Internet Retail Conference & Exhibition in his keynote...