Latest / Punk CX: Customer Experience Insights with Adrian Swinscoe
The five promises of personalization - Interview with Mark Abraham and David Edelman
Today’s interview is with Boston Consulting Group Senior Partner Mark F. Abraham and Harvard Business School Senior Lecturer David C. Edelman. They join me today to talk about their new book: PERSONALIZED: Customer Strategy in the Age of AI, defining personalization, the equation P=n×v2, the five promises of personalization, the technology that brands need to embrace to deliver true personalization, the role of AI in all of this, the customer service C-suite loop and some examples of brands who are personalization leaders.
This interview follows on from my recent interview – There are major…
The skinny
The skinny isn't ready yet — notes appear once the transcript is processed.