Overview

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.

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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 is a skilled narrator who has lent his voice to the works of a number of the world's most celebrated authors, including Aurelio F. Barreto III, Eric Parks, and Gary Thomas. His audiobook credits include What a Difference a Mom Makes, and Heaven Is for Real. He has been doing audio recordings since early 2009, and is a trained actor who has been performing in professional productions for the past 20 years.

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