Read more
Praise for THE new science OF customer relationships "
The New Science of Customer Relationships offers new ways to give your individual customers better and more personalized messages and offers than I have seen in our literature."
-PHILIP KOTLER, Professor Emeritus of Marketing at the Kellogg School of Management, Northwestern University "Finally, a book that will help you understand how AI combined with the right data can facilitate turning more customers into promoters and fewer into detractors. Bravo!"
-FRED REICHHELD, Bain & Company Fellow, Author of
The Loyalty Effect, and creator of the Net Promoter Score "A brilliant and timely playbook for leveraging generative and agentic AI to transform customer relationships. Davenport and Sterne bridge the gap between technology and real business value-with clarity, ethics, and impact."
-PASCAL BORNET, AI & Automation Thought Leader and Author of
Intelligent Automation and
Agentic Artificial Intelligence "Jim and Tom offer a clear-eyed, practical guide to using AI not just to understand customers, but to serve them better. It's a must-read for every marketer."
-ADAM BROTMAN, Co-Founder of Forum3.com; former EVP, Global Retail Operations, Starbucks; and Author of
AI First: The Playbook for a Future-Proof Business and Brand "This book is basically a desk reference for anyone working to improve customer experience. Thank you for writing it, Jim and Thomas!"
-ANDY CRESTODINA, Co-Founder and CMO of Orbit Media and Author of
Content Chemistry, 7th Edition: The Illustrated Handbook for Content Marketing "A clear-eyed, practical guide to the new rules of customer engagement in an AI-powered world."
-ANGELA WICK, Founder of BA-Cube.com and Author of
Futureproof: Amplifying Agility with AI and Insightful Business Analysis "Moves beyond theory to provide actionable frameworks, detailed case studies, and step-by-step implementation guidance that organizations of any size can immediately put to work."
-JOSH SILVERBAUER, Head of Analytics & CRO, Partner, From the Future
List of contents
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
