In this episode, we delve into the fascinating world of personalisation in business growth. Inspired by research from the Boston Consulting Group (BCG), Dave and Rich explore how personalisation plays a pivotal role in driving success for SMEs. From the latest AI innovations to practical applications for improving the customer journey, this episode is packed with insights for business leaders looking to enhance their strategies. Key Topics Discussed: The Power of Personalisation: Insights from BCG research on how personalisation correlates with higher growth rates in businesses. AI in Personalisation: Leveraging tools like digital twins and tailored content creation to scale personalised experiences for clients. Customer Journey Mapping: Understanding and enhancing diverse customer pathways to improve engagement and satisfaction. The Role of AI and CRM: How advanced tools integrate with CRM systems to automate and scale personalised interactions. Ethical Considerations: Balancing personalisation with trust and avoiding the pitfalls of invasive practices. Continuous Improvement: Developing a culture of iterative enhancements to refine processes and customer experiences. Quotes to Remember: "Personalisation isn’t just about inserting a name in an email; it’s about tailoring every touchpoint to the customer’s unique journey." "The tools available today enable SMEs to achieve personalisation at scale, something once thought impossible." "AI and data insights can transform the way we connect with customers—if used responsibly and strategically." Top Takeaways: Personalisation Enhances Growth: Implementing tailored experiences can lead to measurable business improvements. Leverage AI Smartly: Tools like digital twins and custom CRMs can save time and boost customer satisfaction. Understand the Customer Journey: Map diverse pathways and tailor experiences to individual needs. Ethics Matter: Transparency in personalisation builds trust and credibility with your audience. Iterative Progress: Regular, small improvements across teams lead to significant long-term impact. Head over to the YouTube channel, subscribe, for your chance to win a branded SMEG mug - just leave your episode idea in the comments on our community page: https://www.youtube.com/@TheSMEGrowthPodcast/community #Personalisation #BusinessGrowth #AIinBusiness #SMEs #Innovation

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