WEBVTT

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Mark, thank you so much for
being here.

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You've just published
"Personalized: Customer Strategy

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in the Age of AI."

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What can leaders take from this
heading into 2025?

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So the main

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lesson from my book that leaders
should take away is that

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personalization is the best way
to use AI to drive growth.

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And we all know that 2025,
everyone's looking for: How do I

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drive growth this year?

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We've already piloted a bunch of
use cases around AI and GenAI.

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And I think CFOs are rightly
asking the question: What's the

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return on all this investment?

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So leaders need to look at how
can they scale all these use

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cases and pilots, and
personalization is the way to do

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it, but it's important how you
do it.

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We provide in the book the
blueprint for personalization,

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and it really comes down to
scale and speed.

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So building more customer
relationships based on more

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interactions with your customers
and then also shortening the

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cycle times for how quickly you
can learn about those interactions.

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The key to that, of course, is
automation and technology.

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How do you reengineer your work
flows and processes, but also

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the human element:

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How do you get your teams to
work better together?

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This is going to be the theme
for 2025, and I'm excited that

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"Personalized" provides the
blueprint for leaders to think

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about this year and beyond.

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Mark, thank you so much.

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Thank you.