The New Science of Customer Relationships

Delivering the One-to-One Promise with AI

By: Thomas H. Davenport, Jim Sterne

Narrated by: Walter Dixon

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; and discussions of ethical guidelines to guide your organization's data and customer communication practices.

PLEASE NOTE: When you purchase this title, the accompanying PDF will be available in your Audible Library along with the audio.

©2025 John Wiley & Sons, Inc. (P)2025 Ascent Audio