Episode 31: The right (and wrong) ways to personalize CX, with Marbue Brown

CX, AI, and Outsourcing

Marbue Brown has experience leading CX teams at Chase, Microsoft, and Amazon. He is also the author of the book "Blueprint for Customer Obsession" and produces insightful content about the use of AI in customer experience.
In this episode, we have a conversation about using AI to provide customers with a personalized experience.
Marbue also talks about a new CX metric he is developing called the "Customer Obsession Barometer." Due to Marbue's extensive CX experience, and academic background in mathematics and statistics, I highly anticipate the public reveal of this metric.
Meanwhile, if you would like to connect with Marbue, here is a link to his LinkedIn profile: https://www.linkedin.com/in/marbuebrown/
Here is a link to Marbue's consulting firm, The Customer Obsession Advantage: https://www.customerobsession.net/
And here is a link to Marbue's book, "Blueprint for Customer Obsession" :https://www.amazon.com/Blueprint-Customer-Obsession-Marbue-Brown/dp/1662858507/ref=sr_1_1?crid=3929UT7WBGISL&keywords=blueprint+for+customer+obsession&qid=1694120516&sprefix=blueprint+for+customer+obsession%2Caps%2C103&sr=8-1
To connect with the host, John Walter, here is his LinkedIn profile: https://www.linkedin.com/in/jowalter/