MARTY HERBERT
DIGITAL TRANSFORMATION
“GEN AI IS INCREASINGLY BEING USED TO DELIVER HUMAN- LIKE , EMOTIONALLY ENGAGING , EMPATHETIC , AND PERSONALISED CUSTOMER AND COLLEAGUE EXPERIENCES ”
MARTY HERBERT DIRECTOR , HEAD OF EXPERIENCE TRANSFORMATION , KPMG UK
According to Jim Rudall , Head of EMEA at Intuit Mailchimp , personalisation is key for organisations looking to enhance customer experiences .
“ In order to set themselves up for success , businesses must prioritise customer experience through personalisation . Understanding an audience is the crucial first step to this – and we know that 73 % of customers feel more valued when they receive personalised emails . The next step is to use AI-powered tools to scale up customer communications . Such tools will massively augment the existing capabilities of businesses to engage at scale , raising the bar for what activities
MARTY HERBERT
TITLE : DIRECTOR , HEAD OF EXPERIENCE TRANSFORMATION
COMPANY : KPMG UK LOCATION : UNITED KINGDOM
Herbert has extensive executive level experience of developing strategies , innovations and experiences that drive economic value in the UK and Australia . Herbert has had a varied career spanning digital , business change , experience design , organisational strategy and design and programme management .
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