The five promises of personalization - Interview with Mark Abraham and David Edelman

Today’s interview is with Boston Consulting Group Senior Partner Mark F. Abraham and Harvard Business School Senior Lecturer David C. Edelman. They join me today to talk about their new book: PERSONALIZED: Customer Strategy in the Age of AI, defining personalization, the equation P=n×v2, the five promises of personalization, the technology that brands need to embrace to deliver true personalization, the role of AI in all of this, the customer service C-suite loop and some examples of brands who are personalization leaders. This interview follows on from my recent interview – There are major tectonic shifts taking place in the outsourcing space right now – Interview with Craig Crisler of SupportNinja – and is number 519 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Om Podcasten

An ongoing series of interviews where I, Adrian Swinscoe, interview leading entrepreneurs, leaders and thought leaders about how to deliver stand out customer experience and service. Essentially, I'm looking for practical clues that will help you build a business that both customers and employees love. Topics covered in the interviews include customer service, experience and engagement, employee experience and engagement, technology, adaptable and responsive organizations, high-performing teams and all such related issues. Note: This podcast series was originally known as the RARE Business podcast but rebranded in late 2019 on the back of the publication of my book: Punk CX.