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· 분류 : 외국도서 > 경제경영 > 경제발전 > 비즈니스
· ISBN : 9781394273614
· 쪽수 : 256쪽
· 출판일 : 2024-11-13
목차
Preface xi
Introduction xiii
Section One The Five Forces of Customer Experience 1
Chapter 1 Formula 1’s Race Toward Personalization 3
Chapter 2 How the Customer 360 Approach Provides Value 9
Chapter 3 Customer 360 in Action: Some Common Tactics 15
Chapter 4 The Five Forces of Customer 360 23
Chapter 5 What Do Customers Want Right Now? 31
Chapter 6 What Do Companies Need Right Now? 41
Section Two Data + AI + Trust in Action 49
Chapter 7 The Evolution of Customer Data and Platforms?A Case Study 51
Chapter 8 Data Types and Sources 63
Chapter 9 Customer Data in the Enterprise Today 77
Chapter 10 Composable Versus Packaged and Build Versus Buy 89
Chapter 11 What Does “Real Time” Really Mean? 99
Chapter 12 AI in Action Today! 107
Chapter 13 Having Faith in the System: How Can We Trust the AI? 123
Chapter 14 Data Collaboration?A Rising Imperative 135
Chapter 15 Privacy, Compliance, and Consent 143
Chapter 16 Next-generation Analytics for the Enterprise 151
Section Three Data + AI + Trust in the Workplace 161
Chapter 17 AI Hype Versus Reality? What Does This Mean for Humans? 163
Chapter 18 Organizational Structures and Centers of Excellence 173
Chapter 19 Leading Through Transformation? What’s Next? 185
Chapter 20 Summing Up 195
Notes 203
Acknowledgments 213
About the Authors 215
Index 217
