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

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Customer First, Value Next: The Executive Playbook for AI-Driven Omnichannel Personalization and Customer-Centric Growth Paperback – December 25, 2025

by Mariusz Gromada (Author)
5.0 out of 5 stars (3)
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✖ STOP running campaigns. ✅ START scaling empathy.

We are facing the Scalability GAP: Data volumes and customer contexts are growing exponentially, while your teams can only expand linearly. In this environment, the traditional approach of “campaign madness” – overwhelming customers with disconnected offers – is not just inefficient; it erodes trust and burns budget.

To succeed today, you don't need a better marketing calendar. You need a Personalization Factory.

Customer First, Value Next is the executive playbook for creating an AI-driven organization that shifts from “pushing” products to “serving” needs. This is not a theoretical treatise. It’s a proven strategy for leaders who recognize that in the era of AI, the most significant competitive advantage is maintaining humanity at scale.

Inside this playbook, you will discover how to:

  • ⛔ End “Campaign Madness”: Replace disconnected offers with an always-on, intelligent conversation strategy tailored to the individual.
  • ⚙️ Build the Personalization Factory: Implement the AI by Design & Real-Time by Design architectures (Senses, Brain, Voice).
  • 🧠 Master the CI-RM Framework: Deploy 16 practical analytical tactics – including Next Best Action (NBA) strategies and Incremental Uplift Modeling – to drive true, measured customer-centric growth.
  • 📈 Measure What Matters: Shift from vanity metrics to Incremental ROI, Uplift, and Customer Lifetime Value (CLV).
  • 🤝 Scale Empathy: Use technology not to replace humans, but to augment their ability to serve millions of customers personally.
Who This Book Is For

This transformation requires more than just a CCO. It demands an Executive Team that understands value and risk, aligned with a Data & Tech team capable of building the foundation. This book offers dedicated paths for:

🚀 The Executive Team (CEO, CCO, CMO, CFO)
Understand the vision, the risks, and the Return on Investment. Learn how to measure real value, make the business case, and defend the transformation to the CFO by connecting "trust" directly to the P&L.

📈 Growth & CRM Leaders (Head of CRM, Digital, Marketing)
Translate strategy into operations. Move from "send" to "serve" by constructing the Value Map and deploying practical tactics that choose the best offer for every customer context.

💻 Data & Technology Leaders (CTO, CIO, Head of Data)
Build technology within the context of business strategy. Discover fundamental design principles (AI by Design) and architecture plans that automate Data Science without killing your analytics team.

📣 “Technology isn’t just an automation tool. It’s a megaphone for empathy. Put the Customer First. Value comes next.”

Read more
Previous slide of product details
  1. Print length
    372 pages
  2. Language
    English
  3. Publication date
    December 25, 2025
  4. Dimensions
    6 x 0.84 x 9 inches
  5. ISBN-10
    8397899812
  6. ISBN-13
    978-8397899810
Next slide of product details
The%20Amazon%20Book%20Review
The Amazon Book Review
Book recommendations, author interviews, editors' picks, and more. Read it now

From the Publisher

Stop running Campaigns. Start scaling Empathy.

An author who holds a book in his hands.

  • Campaign Madness results in an exhausted customer, who stops listening.
  • Volume is vanity. Relevance is victory. Don’t send more – send smarter.
  • Treat customer consent as an investment. Your duty is to generate a return on it.

⠀⠀⠀⠀⠀⠀

Technology isn’t just an automation tool. It’s a megaphone for empathy.

Gemini said Comparison of product-centric (gear) vs customer-centric (human) models.

  • Relationships are everything. If it strengthens the relationship, it will pay off.
  • Long after the price is forgotten, The quality remains.
  • Customer First, Value Next. Humanity Always.

⠀⠀⠀⠀⠀⠀

Data grows exponentially. Your team grows linearly. Welcome to the Scalability GAP.

Graph showing the scalability gap between data volume/variety and data processing capacity.

  • Understand the customer first. The value will follow.
  • Data is a commodity. Knowledge is data interpretation.
  • Insight is a cost. Action is profit.
  • AI won’t replace you. A person mastering AI will.

⠀⠀⠀⠀⠀⠀

Personalization Factory. Make it complex for the machine, so it can be simple for the customer.

Diagram of a personalization loop using senses, DNA, brain, and voice to power interactions.

  • Propensity models serve the product. Recommendation engines serve the customer.
  • CI-RM & arbitration is where abstract Strategy turns into daily operations.
  • Sometimes, the best sales pitch isn’t a sale at all. It’s good advice.
  • Personalization isn’t about selling more. It’s about making the customer’s life easier.

⠀⠀⠀

Stop acting like a Cost Center. Prove your P&L contribution.

Personalization Maturity Assessment quadrant and a usage example chart showing growth over time.

  • Don’t build an analytics strategy. Build a business strategy that runs on analytics.
  • 3×MORE analytics: More Insightful, More Dynamic, More Contextual.
  • The enemy of omnichannel orchestration isn’t legacy code. It’s legacy incentives.
  • Don’t use AI as a patch on legacy systems. Embed it in your DNA.

Editorial Reviews

Review

Industry Leaders on Customer First, Value Next

"Leaders often share 'what' they achieved, but rarely 'how'. This book takes that third approach."
"It explains how to stop spamming customers with mass campaigns and start anticipating their needs. Packed with concrete examples, checklists, and 'do/don't' guidance. This is the kind of real-life experience you won't get from asking ChatGPT. You either learn it through years of mistakes, or you learn it from someone who has already walked that path."
— Senior Manager, Banking & Personalization Sector

"Not a book about 'doing campaigns better' — it is about moving away from classical campaigning altogether."
"It focuses on shifting from a 'push' logic to a 'serve' logic. What distinguishes this book is that it is not a compilation of other people's concepts. It is a coherent decision-making system rooted in data, technology, and real responsibility for results."
— Enterprise Risk Management & Strategy Expert

"Professional experience compressed into a single volume."
"Moving from traditional marketing to an AI-driven personalization factory is like moving from sending mass-produced letters to everyone in town to having a personal concierge for every resident who knows exactly what they need. If you want to learn how to do this—this book is a must-read."
— Full Professor

"A marketing operating system — from people, through goals, to the engine itself."
"The main thesis is simple yet revolutionary: Instead of approaching marketing product-wise, start conducting a continuous, intelligent conversation with each client individually. It is not a collection of tips. It is a thoughtful, refined architectural project."
— AI Architect & Author

"An absolute beast when it comes to customer analytics and CRM."
"Written by a true hands-on practitioner, not a theorist. The framework proposed for scaling empathy through the intelligent use of AI really hits the spot. A real gem for those looking to make things actually work in operations."
— CRM Expert & Microsoft MVP

"Technologically grounded, yet a megaphone for empathy."
"A wise reframe. It provides guidance from a business, technical, and analytical perspective on how to move from siloed product-push campaigns towards customer-centric 'Personalization Factories.' It demonstrates how we need to scale empathy as fast as we scale decisions."
— AI Lab Director & Assistant Professor

"The ultimate hands-on guide to true customer centricity."
"Strategically grounded and highly practical. Instead of superficial hype, it offers depth, authenticity, and a structured roadmap. A clear recommendation for executives and marketing professionals who want to remain profitable while putting the customer at the center."
— 1:1 Customer Engagement Specialist

"Only one mathematical formula in the entire book."
"A mandatory read for every manager dealing with data. It proves that tools are not there to replace people, but to help us understand customer needs. The book shares over 25 years of experience in translating mathematics into business results."
— PhD, Senior Analytics Consultant

About the Author

MARIUSZ GROMADA is a senior banking executive with 20+ years of experience at the intersection of customer strategy, analytics, and technology in large-scale B2C organizations. As Head of Customer Intelligence at a major bank in Poland, he focuses on AI-driven personalization, next-best-action decisioning, and transparent impact measurement. He is the author of "Customer First. Value Next." and the creator of MathParser.org, a widely used open-source math library.

Product details

  • Publisher ‏ : ‎ Mariusz Gromada
  • Publication date ‏ : ‎ December 25, 2025
  • Language ‏ : ‎ English
  • Print length ‏ : ‎ 372 pages
  • ISBN-10 ‏ : ‎ 8397899812
  • ISBN-13 ‏ : ‎ 978-8397899810
  • Item Weight ‏ : ‎ 1.47 pounds
  • Dimensions ‏ : ‎ 6 x 0.84 x 9 inches
  • Best Sellers Rank: #3,981,195 in Books (See Top 100 in Books)
  • Customer Reviews:
    5.0 out of 5 stars (3)

About the author

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Mariusz Gromada

Mariusz Gromada

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Mariusz Gromada is a seasoned executive with over twenty years of experience at the intersection of business, data, and technology in large-scale B2C settings. He excels at transforming high-level strategies into scalable solutions and measurable business outcomes.

His expertise spans Customer Intelligence, Data Science, and AI-driven personalization, where he uses scientific rigor to deliver incremental commercial impact. He believes scalability enables empathy to reach millions, enhancing the human touch rather than diminishing it.

Beyond the boardroom, Mariusz fuses business, technology, mathematics, and music to bridge logic and creativity. As a creator of open-source software and a composer, he builds systems that are complex internally but feel human and simple on the outside.

Customer reviews

5 out of 5 stars
3 global ratings

Top reviews from the United States

  • Marcin Slomka
    5.0 out of 5 stars Practical system on how to think, act and scale emapthy with hyper-personalization
    Reviewed in the United States on December 26, 2025
    Format: Kindle
    This book is written by experienced Customer Intelligence practitioner who understands the true meaning of what omnichannel personalizaton is and why empathy and customer first manifesto is THE way to go .

    The road will be bumpy - starting from ( to name a few ):

    • drifting away from “campaign management madness” toward true relationship management where empathy & actual need comes before transaction

    • customer over product attitude

    • batch as “too late by design” to real time business architecture to act in a moment

    • “AI by design” paradigm ( that lays at the core of AI driven organization ) as opposed to typical "AI as a boosting add-on" for personalization.

    The book is non technical and practical at heart - written as a executive playbook aiming at transforming activities around customer into hyper efficient engine for growth, with tons of hints, charts, frameworks or axes/dimensions for thinking ( business perspective, activities, technology, processes, people ). There are so many actionable hints (I call it practical “pearls of wisdom” ) in here – reflect and don’t rush, these ideas need time to absorb.

    Unique value behind this book is coming from:

    • authors distinctive perspective as practitioner, who builds strategies and operations around customer activities

    • tools & approaches proven in practice

    • real life situations that provided tons of feedback to optimize his approach.

    It’s presents coherent system that is reusable, and deeply thought over – "compass rose" for those who struggle with omnichannel and hyperperso approaches.

    To sum up I will quote Claude Shannon “We know the past but cannot control it. We control the future but cannot know it.”
    Give yourself some edge, read the book and shape the future of your customer centric activities ... and well ... you'd better manage it with empathy 😉
    Helpful
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  • Amazon Customer
    5.0 out of 5 stars Highly recommended
    Reviewed in the United States on March 3, 2026
    Format: Paperback
    “Customer First. Value Next” by Mariusz Gromada is a practical, clear guide to building real value by starting with the customer - not assumptions or buzzwords. Great for product, CX, and business leaders who want frameworks they can actually use.
    Helpful
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Top reviews from other countries

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  • Szymon marchewa
    5.0 out of 5 stars Praktyka przez duże P
    Reviewed in Poland on March 31, 2026
    Format: PaperbackVerified Purchase
    To nie jest teoria do poczytania przy kawie, ale prawdziwa skarbnica praktycznych przez duże „P” przykładów, wdrożeń i budowania strategii opartej na klientocentryzmie. To absolutny must-have i świetny inspiracjo-przypominacz o tym, co w biznesie jest naprawdę ważne.
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