[CXOTALK #857] The AI Personalization Playbook: What's New and What Works

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Personalization is no longer a marketing buzzword; it's a strategic imperative driven by AI and the explosion of customer data. In CXOTalk episode 857, David Edelman, Harvard Business School professor and Boston Consulting Group leader, reveals the impact of artificial intelligence on customer engagement, enabling companies to create hyper-personalized experiences at scale.

Join this exciting conversation to explore the latest trends and best practices in AI-driven personalization. Discover how to move beyond basic personalization tactics and leverage AI to understand individual customer needs, preferences, and contexts.

Key Takeaways:

• The Five Promises of Personalization: Learn about Edelman's framework for building a winning personalization strategy, focusing on empowering, knowing, reaching, showing, and delighting your customers.

• Real-World Applications: Explore practical examples of companies using AI to personalize the entire customer journey, from initial awareness to post-purchase engagement.

• Ethical Considerations: Understand the importance of responsible data collection and usage and how to address privacy concerns in the age of AI.

• The Future of Personalization: Gain insights into the emerging trends shaping the future of customer engagement and how advancements in AI will further impact this field.

• Actionable Advice for CXOs: Discover how to build a cross-functional team, develop the right technology stack, and lead the organizational transformation required to succeed in the era of personalized experiences.

This episode is a must-watch for CXOs, business leaders, and anyone seeking to understand the transformative power of AI in customer strategy and create deeper, more valuable customer relationships.

During the live show, ask questions on Twitter using #cxotalk. We also stream live to LinkedIn.

Episode Participants

David Edelman spent over 30 years as a chief marketing officer at Aetna and CVS. He built consultancy businesses in digital and marketing transformation with McKinsey & Company, Digitas, and the Boston Consulting Group. He now teaches marketing at Harvard Business School and is an advisor to top executives in startups, private equity, and larger enterprises. Having driven large-scale change from both the client and client-service side, he is well-suited to help CXOs shape their strategic direction, build their teams' capabilities, and become more digitally agile. David coauthored the book Personalized: Customer Strategy in the Age of AI.

Michael Krigsman is a globally recognized analyst, strategic advisor, and industry commentator known for his deep expertise in digital transformation, innovation, and leadership. He has presented at industry events worldwide and written extensively on the reasons for IT failures. His work has been referenced in the media over 1,000 times and in more than 50 books and journal articles; his commentary on technology trends and business strategy reaches a global audience.

Upcoming Live Schedule

Nov 1: David Edelman, Harvard Business School Fellow

Nov 8: Seth Godin, Author / Advisor / Marketing Guru

Nov 15: Scott Zoldi, Chief Analytics Officer, FICO

Nov 22: Terry Sejnowski, Francis Crick Professor, Salk Institute for Biological Studies. Pioneer researcher in neural networks and computational neuroscience.

Nov 29: No show

Dec 6: Bernardo Mariano Junior, Assistant Secretary General, Chief Information Technology Officer, United Nations

Dec 13: Jacqueline M. Acker, J.D., Esq., Deputy Privacy and Civil Liberties Officer, Central Intelligence Agency (CIA)

Dec 27: No show

Jan 10: Adriana Karaboutis, Corporate Board Director: Autoliv, Aon Insurance, Perrigo Company, Savills, etc.

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