What does Customer 360 get right (and wrong) about Data, AI, and Trust?

Is Customer 360 by Martin Kihn and Andrea Lin the must-read playbook for understanding customer data, AI, and trust? Or is it a well-crafted Salesforce commercial in disguise? Buy the book here: https://amzn.to/3Eqpnbh 👉🏻 Does it redefine real-time engagement, or just confirm what we already know? 👉🏻 Does it help businesses navigate AI and compliance, or does it leave us with more questions than answers? 👉🏻 Can a Salesforce-published book really be unbiased about Customer 360 strategies? I took a deep dive into the book and broke down its biggest strengths, challenges, and what it tells us about the future of customer experience. 🧐 Some standout takeaways: ✅ The Five Forces of Customer 360—a fresh take on customer experience strategy ✅ A sharp perspective on privacy vs. personalization—but does it go far enough? ✅ How AI won’t replace humans—but humans with AI will replace those without ❌ Heavy reliance on Salesforce-backed data—should we take it with a grain of salt? Despite its promotional undertones, the book offers thought-provoking insights that extend beyond a single platform. But is it worth your time? Chapters: 02:21 The Good 04:55 The Challenges 07:43 Future Perspectives & Industry Impacts 10:05 Final Verdict Kudos to Martin Kihn and Andrea Lin for tackling these complex topics and sparking important discussions. Let’s talk—what’s your take on the future of AI, trust, and customer data? Drop your thoughts below! ⬇️ #Customer360 #AI #marketingtechnology #martech #dataprivacy #bookreview #cdp