TED Talks Daily The power of personalization in the age of AI | Mark Abraham
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Oct 3, 2024 
Mark Abraham, a personalization pioneer, delves into the vital role of tailored customer experiences in the AI era. He shares personal anecdotes to underscore the frustrations of impersonal service, illustrating why brands must adapt. Abraham introduces the Personalization Index, a tool to measure effective customer interactions. He highlights how companies like Netflix and Starbucks thrive on personalization and emphasizes the counterintuitive strategy of reducing ads to build trust. Ultimately, he argues that true connections can combat consumer dissatisfaction.
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Urgent Care Frustration
- Mark Abraham shares a story about a negative experience at urgent care.
- He had to repeatedly fill out the same form despite prior visits, highlighting impersonal service.
Hurtful Recommendations
- Mark Abraham's friend, Sanjeev, received irrelevant emails.
- The online marketplace continued recommending dog treats six months after his dog's passing.
Inaccurate Ads
- After buying his uncle a cane, Mark Abraham was targeted with irrelevant ads.
- He received ads for hearing aids and senior discounts, demonstrating inaccurate personalization.