In this episode, Irit Levi, CEO and Chief Strategist at Day by Day, discusses the importance of personalization in the customer journey. She explains that personalization makes customers feel valued and unique, and it is crucial for businesses to show that they see and hear their customers. Levi also emphasizes the need for a system and system architecture to support personalization rather than relying solely on tools. She shares examples of automation in e-commerce, such as personalized email notifications and offline process automation. Levi cautions against overusing AI and emphasizes the importance of building relationships with customers.

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