Understanding the Digital Twin of Customers

This chapter examines the idea of a digital twin in customer relationships, emphasizing the shift in business strategies towards understanding customer needs and behaviors. It highlights the growing complexity of customer definitions across various sectors and discusses the impact of Generative AI on customer expectations, privacy concerns, and data governance. Through examples and personal anecdotes, the conversation illustrates how companies can leverage digital twins to enhance customer experiences while navigating the delicate balance between personalization and privacy.