Harvard Business Review Webinar JOIN US

Customer Experience in the Age of AI


Featuring David C. Edelman, executive adviser and senior lecturer at Harvard Business School, and Mark Abraham, managing director and senior partner at Boston Consulting Group.


Thursday, April 6, 2023 · Noon - 1:00 PM Eastern Time (ET)

11:00 AM - 12:00 PM Central Time (CT)
10:00 AM - 11:00 AM Mountain Time (MT)
9:00 AM - 10:00 AM Pacific Time (PT)
4:00 PM - 5:00 PM Universal Coordinated Time (UTC)
David C. Edelman
Mark Abraham
Sponsored by NICE

Companies across all industries are putting personalization at the center of their enterprise strategies. Home Depot, JPMorgan Chase, Starbucks, and Nike, to name a few, have put personalized and seamless omnichannel experiences at the core of their corporate strategy. It’s no surprise, since personalization initiatives are driving significant increases in revenue. 

Businesses focused on personalization are deriving competitive advantages from their ability to capture, analyze, and utilize customer data at scale, and from using AI to understand, shape, customize, and optimize the customer journey.  

On Thursday, April 6, in a live, interactive HBR webinar, David C. Edelman of Harvard Business School and Mark Abraham of Boston Consulting Group will present how leading companies are using “intelligent experience engines” to assemble high-quality customer experiences using AI powered by customer data.

They will discuss:

  • What an intelligent experience engine is and how to build one
  • How an intelligent experience engine can drive a personalized custom experience
  • Common impediments to personalization
  • How AI insights can be used to develop integrated marketing strategies
  • How challengers can use AI to catch up to digital giants  

Most C-suite leaders claim to recognize the importance of the customer experience. But there is often more talk than action. Companies need an explicit strategy for building an intelligent experience engine.

To learn how your organization can improve its customer experience in the age of AI, join David C. Edelman, Mark Abraham, and HBR on April 6.


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