Customer First, Value Next: The Executive Playbook for AI-Driven Omnichannel Personalization and Customer-Centric...

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Mariusz Gromada

Customer First, Value Next

Name: Customer First, Value Next
Price: 82.94 AUD
Availability: OutOfStock
ISBN: 9788397899803

The Executive Playbook for AI-Driven Omnichannel Personalization and Customer-Centric Growth...

Mariusz Gromada

$103.95 $82.94

Hardback

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English

Mariusz Gromada
25 December 2025

Behavioural economics; Banking; Customer services

STOP running campaigns. START scaling empathy.

We are facing the Scalability GAP: Data volumes and customer contexts are growing exponentially, while your teams can only expand linearly. In this environment, the traditional approach of ""campaign madness"" - overwhelming customers with disconnected offers - is not just inefficient; it erodes trust and burns budget.

To succeed today, you don't need a better marketing calendar. You need a Personalization Factory.

Customer First, Value Next is the executive playbook for creating an AI-driven organization that shifts from ""pushing"" products to ""serving"" needs. This is not a theoretical treatise. It's a proven strategy for leaders who recognize that in the era of AI, the most significant competitive advantage is maintaining humanity at scale.

Inside this playbook, you will discover how to:

End ""Campaign Madness"" Replace disconnected offers with an always-on, intelligent conversation strategy tailored to the individual. Build the Personalization Factory: Implement the AI by Design & Real-Time by Design architectures (Senses, Brain, Voice). Master the CI-RM Framework: Deploy 16 practical analytical tactics - including Next Best Action (NBA) strategies and Incremental Uplift Modeling - to drive true, measured customer-centric growth. Measure What Matters: Shift from vanity metrics to Incremental ROI, Uplift, and Customer Lifetime Value (CLV). Scale Empathy: Use technology not to replace humans, but to augment their ability to serve millions of customers personally.

This book offers dedicated paths for:

The Executive Team (CEO, CCO, CMO, CFO) Growth & CRM Leaders (Head of CRM, Digital, Marketing) Data & Technology Leaders (CTO, CIO, Head of Data)

""Technology isn't just an automation tool. It's a megaphone for empathy. Put the Customer First. Value comes next.""

By: Mariusz Gromada
Imprint: Mariusz Gromada
Dimensions: Height: 229mm, Width: 152mm, Spine: 29mm
Weight: 839g
ISBN: 9788397899803
ISBN 10: 8397899804
Pages: 372
Publication Date: 25 December 2025
Audience: General/trade , ELT Advanced
Format: Hardback
Publisher's Status: Active

MARIUSZ GROMADA is a senior banking executive with 20+ years of experience at the intersection of customer strategy, analytics, and technology in large-scale B2C organizations. As Head of Customer Intelligence at a major bank in Poland, he focuses on AI-driven personalization, next-best-action decisioning, and transparent impact measurement. He is the author of ""Customer First. Value Next."" and the creator of MathParser.org, a widely used open-source math library.