The New Science of Customer Relationships

A practical strategy guide for building profitable customer relationships using the latest AI science and tech The New Science of Customer Relationships: Delivering the One-to-One Promise with AI is a science-based and insightful new approach to integrating the latest generative AI technologies into your company's customer communications. Analytics and marketing experts Thomas Davenport and Jim Sterne walk you through the technology and tools you need to understand, the data you need to collect, the processes you need to implement, and the ethics you need to observe to build an industry-leading customer relationship framework. In the book, you'll learn to create systems that reliably generate smart, persuasive, and hyper-personalized interactions with your company's best customers. You'll also discover how to integrate these systems directly into your firm's existing operations so you can use the tools to realize tangible financial results. Inside the book: Tips for using generative AI to analyze customer responses and extract actionable insights about how they feel and what they think Specific tools and technologies you can use to collect customer data and conduct effective analytics to improve your products and services Discussions of ethical guidelines to guide your organization's data and customer communication practices Perfect for marketers, sales team leaders, technology professionals, and anyone else responsible for evolving their company's customer relationships, The New Science of Customer Relationships is a hands-on playbook that explains the science of the latest customer communication technologies and walks you through exactly how to implement them.

About the Authors ix Acknowledgments xi Introduction 1 Chapter 1 The Broken Promise of Customer Data and Technology 9 Chapter 2 The Future Is Here, but Unevenly Distributed 33 Chapter 3 Better AI: Generative AI as a Catalyst for Change 51 Chapter 4 Better Data 77 Chapter 5 Better Personalization and Hyper-Personalization 97 Chapter 6 Better Customer Voice Analysis and Action 115 Chapter 7 Better Task Automation with AI Agents 143 Chapter 8 Better Customer-Facing Operations 161 Chapter 9 Better Customer Analytics and Data Science 187 Chapter 10 Better Ethics 209 Chapter 11 The Customer of Tomorrow 225 Index 249