Shep Hyken interviews Mark Abraham, Senior Partner at Boston Consulting Group and author of Personalized: Customer Strategy in the Age of AI. He talks about AI’s potential to enhance personalization and the impact of tailored customer experiences on business growth.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
Quotes:
“Personalization isn’t just customization. Personalization is taking what you’ve learned about a customer in an interaction and making their next interaction better, faster, or more convenient.”
“Now, with AI, we’re moving towards an individualized view of personalization. It is more than using a customer’s name to offer recommendations. If you are not contextualizing engagement based on what you know about a customer, that’s not true personalization.”
“Personalization is a way to drive growth with AI. We talk so much about driving efficiency with AI, but the potential of AI is in driving growth and personalization.”
Mark Abraham is a Senior Partner at Boston Consulting Group and the founder of the company’s Global Personalization business. He co-authored Personalized: Customer Strategy in the Age of AI with David C. Edelman.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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