David Edelman, a Digital and Marketing Transformation Executive Advisor and co-author of "Personalized: Customer Strategy in the Age of AI," shares insights into the future of customer experiences. He discusses the shift towards personalization in marketing and how AI enhances this process. Edelman highlights the importance of understanding customer data while respecting privacy, using examples from various industries. He also emphasizes the significance of a structured approach to personalization and the role of trust in healthcare communication.

David Edelman, a senior lecturer at Harvard Business School and co-author of the bestselling book "Personalized: Customer Strategy in the Age of AI," shares his expertise on effective personalization. He delves into the Five Promises of Personalization and how AI can transform customer experiences. Edelman highlights challenges companies face, such as measuring ROI and aligning executive compensation with performance metrics. He emphasizes the need for collective responsibility in customer experience and provides actionable insights for organizations of all sizes.

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.