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

by Mariusz Gromada

Contents Overview

Acknowledgements … 7

Introduction: Data Chaos to Value … 13

PART I: Foundations

• Chapter 1: The New Banking Landscape – Speaking the Language of Analytics … 31
• Chapter 2: Doing Analytics Right: Principles, Process & Quality … 59
• Chapter 3: Part II Primer – The Strategic Context … 103

PART II: The Engine Room

• Chapter 4: Customer Intelligence for Relationship Management (CI-RM) … 113
• Chapter 5: Value Map – Analytics on the Customer Journey … 147
• Chapter 6: Tactics in CI-RM Practice … 175
• Chapter 7: Architecture – AI by Design & Real-Time by Design … 251
• Chapter 8: The Heart of the “Factory” – People, Culture & Self-Assessment … 283
• Chapter 9: Hard Evidence – Value Over Activity … 309
• Chapter 10: Plan for the First 90 Days … 325

Afterword: The Boundaries of Autonomy … 329

Glossary and Lists … 333
References … 351
Appendices … 355
Comprehensive Table of Contents … 361