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CXOTalk: Leadership, AI, and the Digital Economy
How to Get Customers with AI and Personalization | CXOTalk #857
Nov 7, 2024
David Edelman, a senior advisor at Boston Consulting Group and Harvard Business School professor, dives into the transformative power of AI in customer personalization. He discusses the five promises of personalization and the common pitfalls like data silos. Edelman emphasizes the ethical use of AI to foster genuine connections rather than intrusive marketing. He provides practical strategies for CMOs to leverage AI and create a customer-centric approach, ultimately enhancing satisfaction and customer lifetime value.
57:16
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Quick takeaways
- AI enhances personalization by fostering genuine customer connections and empowering organizations to offer tailored experiences, transcending traditional marketing strategies.
- Establishing a framework based on five core promises of personalization is essential for building trust and long-lasting relationships with customers.
Deep dives
The Evolution of Personalization
The concept of personalization has evolved significantly since its inception. It began with acknowledging the potential of customer information to create loyalty programs and targeted marketing strategies. The focus has shifted from mere manipulation of consumer behavior to establishing a genuine connection with customers. By leveraging AI and data, businesses can now offer thoughtful, tailored experiences that prioritize customer empowerment rather than superficial engagement.
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