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AI Strategy for Sales and Marketing: Connecting Marketing, Sales and Customer Experience [Mīkstie vāki]

  • Formāts: Paperback / softback, 288 pages, height x width x depth: 233x155x16 mm, weight: 440 g
  • Izdošanas datums: 03-Jan-2022
  • Izdevniecība: Kogan Page Ltd
  • ISBN-10: 1398602000
  • ISBN-13: 9781398602007
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  • Cena: 45,60 €
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  • Formāts: Paperback / softback, 288 pages, height x width x depth: 233x155x16 mm, weight: 440 g
  • Izdošanas datums: 03-Jan-2022
  • Izdevniecība: Kogan Page Ltd
  • ISBN-10: 1398602000
  • ISBN-13: 9781398602007
Citas grāmatas par šo tēmu:
"Marketing and sales prioritize AI and machine learning more than any other business department, yet often struggle with how to scale and strategize the opportunities it presents. AI Strategy for Sales and Marketing presents a framework for understandinghow AI can boost customer-centricity and sales by creating a connected strategy that delivers value today and into the future. Supported by practical tips and advice throughout, it covers topics including personalization, upskilling, customer experience for both on and offline shopping channels and the importance of using AI responsibly to create consumer trust. Featuring original research and interviews with leading practitioners, it also contains global case studies from organizations in a range of sectors, including Samsung, LinkedIn, PwC, Rolls Royce and Hilton, with insights into the various stages of their adoption journeys. Written by a recognized industry expert, it is an invaluable resource for those wanting to benefit from using AI strategically in marketing, sales and CX"--

Learn how to implement an integrated AI strategy that connects your marketing, sales and customer experience, to achieve and sustain the competitive edge.

Marketing and sales prioritize AI and machine learning more than any other business department, yet often struggle with how to scale and strategize the opportunities they present.

AI Strategy for Sales and Marketing
presents a framework for understanding how AI can boost customer-centricity and sales by creating a connected strategy that delivers value today and into the future. Supported by practical tips and advice throughout, it covers topics including personalization, upskilling, customer experience for both on and offline shopping channels and the importance of using AI responsibly to create consumer trust.

Featuring original research and interviews with leading practitioners, it also contains global case studies from organizations in a range of sectors, including Samsung, PwC, Rolls Royce, Deloitte and Hilton, with insights into the various stages of their adoption journeys. Written by a recognized industry expert, it is an invaluable resource for those wanting to benefit from using AI strategically in marketing, sales and CX.

Recenzijas

"AI poses the most fundamental structural challenges of our era. This book by the world's leading sales and marketing AI thinker Katie King sets out the opportunities and the pitfalls in the most comprehensive analysis I have ever seen. If you're thinking about the future, read this book." * Francis Ingham, Director General, PRCA and Chief Executive, ICCO * "AI is going to change the sales and marketing landscape immeasurably. This well researched and clearly written book makes sure you don't get left behind!" * Tabitha Goldstaub, Chair Government AI Council * "Katie King gives a lucid and engaging account that is ideal for non-technical professionals working in this field, setting out how AI has rapidly developed into an essential component of effective marketing and communications." * Roger Taylor, Chair at Centre for Data Ethics and Innovation * "AI is disrupting markets globally and raising critical questions about values and ethics in business. This book provides an incredibly useful and comprehensive survey of the current best thinking on the progress and application of artificial intelligence, especially within mar-comms but more widely too. Katie King has created an invaluable reference work for anyone who wants to find out about AI's global progress in one single volume." * Dr Jeremy Silver, Chair, Catapult Network, CEO, Digital Catapult * "This book captures today's world of data science, and the essential skills for marketers to embrace new technologies. I recommend that marketers and influencers get a copy to explore new ways to connect with consumers through AI. " * Loth Makuza, Co-Founder & President of Public Relations Society of Tanzania (PRST) * "A fascinating read on the application of AI in business with two critical business functions. It's also interesting to read about creating responsible AI for future applications of the technology. An excellent and well thought out book well worth a solid read." * James Rees, Managing Director, Razorthorn * "In this exhaustive book, Katie King captures trends of AI and their impact on automotive, retail, finance, and other sectors. She explains how not to be threatened by it but how to use AI to your advantage. Anyone interested in the impact of AI should read this book." * Martin Musiol, Data Science Manager, IBM * "This book contains practical and actionable checklists for sales and marketing executives to align AI strategies with real business outcomes. Katie King has an engaging style that helps readers build a business case and roadmap for AI for all industries!" * Peggy Tsai, Chief Data Officer, BigID * "We have now entered the AI era with almost all industries expected to be impacted by AI with "marketing" included but the reality is only a handful really understand what it means, how it works, or how it can be applied. This book is a must read if you want to stay at the forefront of Martech." * Alvin Foo, Co-Founder, NASDEX * "The book binds how the sales and marketing teams can leverage the AI products being built. It covers how the economics of building these solutions look and how the personas can focus on the business impact, with a good overview of different industries working on their AI solutions and how they drive customer experience. A must-read for technical and business leaders in the AI space." * Aishwarya Srinivasan *

About the author xii
Acknowledgements xiii
1 AI and the future of work and society 1(31)
Optimism for innovation that benefits society and business
1(1)
Roaring twenties
2(1)
The impact of machine learning
3(1)
Customer focus: smart marketing
4(1)
The personalized experience
5(1)
Driving change
5(1)
A small window of opportunity
6(1)
Is AI worthy of global attention?
7(3)
A global duty to raise living standards
10(1)
Market share
11(1)
The AI race: the US and China
12(2)
AI in the Middle East and South Asia
14(6)
AI in Europe
20(1)
Investment in AI for marketing
21(1)
AI for improved collaboration
21(3)
AI in Australia
24(1)
Beyond the pretty shiny objects
24(1)
AI is not a silver bullet for comms
25(1)
Digital twins
26(3)
Bibliography
29(3)
2 Strategic AI tools for marketing, sales and CX 32(39)
Which tools are available?
33(1)
Replicate human reasoning
34(2)
AI and events
36(1)
Emotionally intelligent chatbots
37(1)
Start with what you know
38(1)
Accessible for smaller budgets
39(1)
Minimizing daily minutiae in customer service, sales, HR and marketing
39(5)
Smarter social listening
44(5)
Examples from hospitality
49(2)
The human side of AI
51(1)
Replacement versus reshaping
52(1)
Predicting customer needs at scale
53(4)
AI-enabled marketing automation
57(1)
Connecting marketing, sales and CX for long-term advantage
57(4)
The new AI sales landscape
61(3)
Comm tech and decision augmentation
64(1)
Move up the food chain to strategy
64(2)
AI-powered reputation-based decision-making
66(4)
Bibliography
70(1)
3 How AI is reshaping the world of retail and hospitality 71(26)
Really intelligent retail
72(5)
The digital imperative
77(1)
The rise of me-commerce
78(7)
Elevating customer experiences
85(1)
Driving the future of work: intelligent marketing
86(3)
Reshaping digital marketing
89(2)
How can AI support sales?
91(4)
Bibliography
95(2)
4 Driving change in the automotive and manufacturing sectors 97(16)
Building trust: AI-powered CX at Kia Motors
98(3)
Conversational AI drives empathy
101(2)
Decision Intelligence: making sense of data
103(1)
Everything as a service
104(1)
AI in manufacturing
105(2)
The environmentally conscious consumer
107(2)
The Rolls-Royce Aletheia Framework™
109(1)
Trustworthy AI isn't necessarily good AI
110(2)
Bibliography
112(1)
5 Optimizing AI data insights in finance, law and insurance 113(32)
Unlocking trust: using AI to develop a mutual relationship between bank and customer
115(2)
Conversational agents for customer support
117(1)
How to create an AI customer service platform
118(2)
Business banking
120(1)
Fraud and compliance
121(1)
Challenging the status quo
121(3)
Where next?
124(1)
How to up-tech your institution for the future
124(2)
How to get started with AI in insurance
126(2)
The UK insurance sector today
128(1)
A snapshot of the industry
129(1)
Underwriting: measuring risk
130(1)
Policy pricing
131(2)
Assessing claims
133(1)
Cutting fraud
134(1)
New business acquisition
134(1)
How insurers can use AI in their marketing and sales
135(1)
The rise of insurtech: friend or foe?
136(2)
Last but not least, people
138(1)
How is AI reshaping the legal profession?
139(3)
Bibliography
142(3)
6 Revolutionizing customer support in the telecoms sector 145(28)
Six core benefits of AI for telcos
148(20)
Customer-centricity: the defining factor
168(2)
Bibliography
170(3)
7 New economic model for the robot revolution 173(30)
Lifelong learning and quaternary education
174(4)
Personalized, lifelong learning
178(3)
Societal and corporate responsibility
181(1)
Education and equality
182(1)
Educating the next generation
183(1)
Enhancing education with strategic technology
184(12)
Looking ahead at learning
196(1)
AI lacks emotional attachment
196(1)
Will robots replace creativity in a work setting?
197(4)
Bibliography
201(2)
8 A framework for AI success 203(30)
Strategy
205(1)
Time
206(1)
Augmentation
207(3)
Need
210(1)
Data
211(1)
Agile
212(1)
Resources
212(2)
Digital
214(1)
Investment
215(2)
Standards
217(1)
Ethics
218(1)
Industry views on AI strategy
219(2)
Business culture
221(2)
Treat AI as an assistant, not a boss
223(3)
Culture change
226(2)
Trust cleans the data
228(3)
Bibliography
231(2)
9 Flourish or self-destruct? 233(29)
A fork in the road
233(1)
Regulation and compliance enforcement
234(1)
AI in the United States, under Joe Biden
235(1)
Global citizen views of AI
236(1)
AI won't replace great human leaders
236(1)
Amplifying inequality
237(2)
Lack of oversight and measurement
239(1)
Avoid limiting AI acceleration
240(1)
Responsible citizenship: a view from the United Arab Emirates
241(1)
North America's approach to AI issues
241(2)
Data security: a view from Canada
243(1)
Concerning knowledge gaps
243(1)
Transition from lab to real world
244(1)
The implications of AI in education
245(1)
Avoiding a digital divide
245(2)
Purpose
247(1)
A four-day working week
247(1)
Digital Darwinism in the 2020s
248(1)
Hybrid workforce
249(1)
Next gen AI: unsupervised learning
249(1)
Misuse of algorithms
250(1)
Landmark ruling: Deliveroo algorithm judged to be discriminatory
251(1)
AI might widen the gap between rich and poor
251(1)
Explainability and trust
252(1)
AI as a force for good
252(1)
The battle for AI dominance
253(2)
Respecting human rights
255(1)
Looking ahead to 2030
255(3)
Bibliography
258(4)
Index 262
Katie King is CEO of AI in Business, a firm that specializes in AI consultancy and training. With over 30 years' experience, she has advised many of the world's leading brands and business leaders, including Richard Branson/Virgin, o2, Orange and Accenture. Based in East Sussex, UK, she is a member of the UK Government All-Party Parliamentary Group (APPG) task force for the enterprise adoption of AI and an Editorial Board Member of the journal AI and Ethics. A regular international keynote speaker, she has also delivered TEDx talks and is a frequent commentator on BBC TV and radio.