Customer 360: How Data, AI, and Trust Change Everything
Martin Kihn · Andrea Lin
Nov 2024 · Gildan Media · Narrated by Dean Gallagher
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Audiobook
8 hr 30 min
Unabridged
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About this audiobook
Become more competitive by developing a superior customer experience through data, AI, and trust
Customer 360: How Data, AI, and Trust Change 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 listeners 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. Listeners 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; and handling internal stakeholders and dealing with change in a way that benefits the business.
Customer 360: How Data, AI, and Trust Change 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 listeners 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. Listeners 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; and handling internal stakeholders and dealing with change in a way that benefits the business.
About the author
Martin Kihn is senior vice president of market strategy for Salesforce, where he provides market guidance and product insights for the world's #1 Marketing Cloud. Before joining Salesforce, he led the data-driven marketing practice as research vice president at Gartner, focusing on marketing data integration and analytics.
Dean Gallagher has been narrating audiobooks for over a decade, with over fifty books spanning multiple genres. He has bachelor's degrees in both theater and communications, as well as over thirty years of stage experience in a wide array of roles. Dean and his wife, Rebecca, both work as narrators in Chicagoland.
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