September 2026
Beginner
400 pages
11h 2m
English
Content preview from The Value of People Analytics
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19 Personalization
‘The best customer service is when the customer doesn’t realize you’re doing anything extraordinary; it just feels like you’re taking care of them as an individual.’
SHEP HYKEN, AUTHOR AND SPEAKER1
Key topics
In this chapter, we provide a detailed view of the seventh characteristic of the Leading Companies Model: personalization. We will discuss why it matters and how organizations are moving beyond dashboards to provide a consumer-like experience for their workforces. We discuss building a personalized product engine and measuring product velocity. We describe how organizations can provide personalized experiences using AI and GenAI solutions and outline ethics and privacy considerations.
The sections in this chapter ...
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