AI personalization Secret Sauce
David Edelman
Harvard Business School
David is Executive Advisor & Fellow at Harvard Business School
Personalized, Customer Experience in the age of AI- Part 1The history of personalization
- Part 2AI Personalization Improves ROI?
- Part 3 AI personalization Secret Sauce
Show Notes
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00:45How to leverage AI for personalized customer experiences.Discussion on utilizing AI to enhance customer interactions and create tailored experiences.
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02:15Implementing AIInsights on integrating AI into marketing strategies to enhance personalization efforts.
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04:00Overcoming challenges in AI implementation for personalization.Addressing obstacles and solutions when incorporating AI for personalized customer experiences.
Quotes
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"You want to be careful and thoughtful about information because you don't want your unsubscribe rates and permissions to go down." - David Edelman
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"AI can help you test and learn the right time or find the right trigger moment to interact with someone." - David Edelman
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"The five promises of personalization, empower, know, reach, show, and delight because you keep getting better." - David Edelman
Episode Chapters
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01:38The Secret SaucePersonalization ingredientsDiscusses the key components needed for successful personalization, such as creating customer value, being thoughtful about collected information, mindful customer interactions, rendering personalized experiences, and continuous testing and learning.
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02:31The Secret SauceThoughtful data collectionExplains the importance of using information responsibly to avoid making customers uncomfortable, illustrated with an example from healthcare.
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03:24The Secret SauceFive promises of personalization Outlines the five promises of personalization: Empower, Know, Reach, Show, and Delight, emphasizing their role in improving personalization strategies.
- Part 1The history of personalization
- Part 2AI Personalization Improves ROI?
- Part 3 AI personalization Secret Sauce
David Edelman
Harvard Business School
David is Executive Advisor & Fellow at Harvard Business School
Personalized, Customer Experience in the age of AIUp Next:
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Part 1The history of personalization
David Edelman, senior lecturer at Harvard Business School, takes us through the history of personalization in marketing, starting from the early days of direct mail to today's AI-driven strategies. He explains how channels have evolved and discusses the importance of moving from merely targeting customers to enhancing their overall experience. Learn how companies can gather and utilize data more effectively to create lasting, personalized customer interactions.
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Part 2AI Personalization Improves ROI?
David Edelman, senior lecturer at Harvard Business School and author of "The Personalized Customer Experience in the Age of AI," delves into the history and future of personalization. Discover how proper use of artificial intelligence can drive significant ROI improvements, illustrated by examples like Shopify's impressive 400% boost in conversion rates. Gain insights into the critical importance of starting with customer value to create impactful, personalized experiences. Learn why brands like Starbucks have succeeded by simplifying the user experience through smart AI applications.
Play Podcast -
Part 3AI personalization Secret Sauce
David Edelman, Senior Lecturer at Harvard Business School and Executive Advisor, delves into the history of personalization and shares five key ingredients for creating personalized customer experiences. Learn how to empower customers, manage sensitive information, and utilize AI for optimal engagement timing. Discover strategies for crafting personalized content and continuously improving through testing and feedback.
