Graham Hill

Graham Hill, Ph.D., an expert in CRM and customer experience, dives into the transformative power of personalization fueled by AI. He reveals how personalization ranges from mass communications to highly individualized content, significantly boosting customer engagement. Hill highlights that personalized messages can be up to nine times more effective and warns against the pitfalls of over-personalization. He emphasizes the importance of clear objectives and a job-centered approach to enhance customer satisfaction while integrating data meaningfully.