Five Things to Share
1) ICYMI: “Personalized: Customer Strategy in the Age of AI,” which I co-authored with Boston Consulting Group (BCG)’s Mark Abraham, outlines how innovative companies are learning from every customer interaction.
2) Prioritize situations where you can empower the customer to get a rich answer and empower the rep to win the business.
3) Thank you CMSWire and Myles Suer for highlighting how my new book with Mark Abraham “Personalized: Customer Strategy in the Age of AI,” explores a key principle of personalization – building a comprehensive, 360-degree view of the customer. Read Here.
4) Should Brands Personalize? Research shows that approximately four-fifths of customers globally are comfortable with personalized experiences and a large majority say they expect companies to do it. Read this insightful article by my co-author Mark Abraham and his colleagues TR Geng, Florian Kogler, and Lauren Taylor from BCG to learn more: Read Here.
5) Forbes predicts that in 2025, a careful balance of AI capabilities and human insight will be essential in the future of CX. More on meeting rising expectations for speed, empathy, and personalization via Brad Birnbaum: Read Here.
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1wThank you for sharing your thoughts. Much appreciated!
With the desire to find a job in the marketing field within a very beautiful company with an international and multicultural reputation.I'm following with a great interest the new trends for a creative environment.
1wThank you very much for sharing.
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1wGod bless you
FCIC Group of Companies /Consulting & Financial Services Mayco Global International Consulting
1wTake a 12 hour Christmas break ☺️
Governance, Risk & Finance professional - Author - Blogger - Mentor - Speaker
1wCareful balance of AI capabilities & human insights will be key going ahead