Caught off guard by a huge backlash, Evernote recently abandoned its plan to let staffers read customer notes under certain circumstances. The plan, which was scheduled to go into effect in January, would have allowed staffers to review private customer notes as a means of assessing the accuracy of its new machine learning technology. The company made a mistake in judgment and failed to provide the type of transparent decision making that would make customers feel like they could trust the process, Evernote CEO Chris O’Neil acknowledged.
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