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Become more competitive by developing a superior customer experience through data, AI, and trust
Customer 360: How Data, AI, and Trust Changes Everything delivers key insight and vision on using emerging technologies to delight customers and become more competitive by providing a superior customer experience. This book helps readers attract and engage their customers across channels and throughout their journey, from acquisition and onboarding, through service, upsell, retention, and win-back.
To demonstrate the influence and importance of these ideas, this book contains a multitude of real-world case studies from companies in a range of industries, with business models, and at various stages of digital maturity. Readers will learn about:
Using exciting technologies like AI and GPT while building a commitment to ethical use, safety, and privacy through secure guardrails
Organizing data around customers, prospects, and accounts--even if that data comes from many different sources in different formats
Making new technologies an extension of your existing data investments so that both work better
Choosing a strategy and implementation plan to minimize time-to-value and ensure success weighing build, buy, or partner
Handling internal stakeholders and dealing with change in a way that benefits the business

For business leaders, executives, managers, and entrepreneurs, Customer 360: How Data, AI, and Trust Changes Everything is an essential read to understand and connect technology, people, processes, and strategy--truly the future of customer engagement--and leave competitors wondering what just happened.