Title:
Customer 360 : how data, AI, and trust changes everything
Author:
Kihn, Martin, author.
ISBN:
9781394308668
9781394273621
9781394273638
Physical Description:
1 online resource (xxvii, 223 pages) : illustrations (some color)
Contents:
Preface xi -- Introduction xiii -- Section One The Five Forces of Customer Experience 1 -- Chapter 1 Formula 1's Race Toward Personalization 3 -- Chapter 2 How the Customer 360 Approach Provides Value 9 -- Chapter 3 Customer 360 in Action: Some Common Tactics 15 -- Chapter 4 The Five Forces of Customer 360 23 -- Chapter 5 What Do Customers Want Right Now? 31 -- Chapter 6 What Do Companies Need Right Now? 41 -- Section Two Data + AI + Trust in Action 49 -- Chapter 7 The Evolution of Customer Data and Platforms--A Case Study 51 -- Chapter 8 Data Types and Sources 63 -- Chapter 9 Customer Data in the Enterprise Today 77 -- Chapter 10 Composable Versus Packaged and Build Versus Buy 89 -- Chapter 11 What Does "Real Time" Really Mean? 99 -- Chapter 12 AI in Action Today! 107 -- Chapter 13 Having Faith in the System: How Can We Trust the AI? 123 -- Chapter 14 Data Collaboration--A Rising Imperative 135 -- Chapter 15 Privacy, Compliance, and Consent 143 -- Chapter 16 Next-generation Analytics for the Enterprise 151 -- Section Three Data + AI + Trust in the Workplace 161 -- Chapter 17 AI Hype Versus Reality? What Does This Mean for Humans? 163 -- Chapter 18 Organizational Structures and Centers of Excellence 173 -- Chapter 19 Leading Through Transformation-- What's Next? 185 -- Chapter 20 Summing Up 195 -- Notes 203 -- Acknowledgments 213 -- About the Authors 215 -- Index 217.
Abstract:
"The indispensable guide to the next wave of customer engagement from the team behind the world's leading customer relationship platform. Rooted in real-world examples, this book is the first to look at how leading companies are using new technologies like Data Clouds and Generative AI to transform their customers' experience across the entire lifecycle. In the same way that Customer Data Platforms revolutionized marketing, a new breed of platforms AI is breaking down barriers between departments like marketing and service and commerce -- and finally giving customers an experience that can Start Making Sense."-- Provided by publisher.
Local Note:
John Wiley and Sons
Added Author:
Electronic Access:
https://onlinelibrary.wiley.com/doi/book/10.1002/9781394308668Copies:
Available:*
Library | Material Type | Item Barcode | Shelf Number | Status | Item Holds |
|---|---|---|---|---|---|
Searching... | E-Book | 599522-1001 | HF5415.5 .K528 2025 | Searching... | Searching... |