Forbes January 6, 2025
Chris O’Neill builds and scales enduring companies. Currently the CEO of GrowthLoop, he has led teams at Google, Evernote, Glean and Xero.
You’re changing the baby, look down at the diaper basket, bleary-eyed, only to discover you’re out of diapers. It’s 2 a.m. on a Sunday. The stores are closed, you’re running on fumes and now you’re Googling “24-hour diaper delivery.”
As a parent of two kids (who thankfully graduated from diapers years ago), I remember that middle-of-the-night panic all too well. I’m tired just thinking about it. But here’s the thing: What if that diaper basket was magically restocked before you even realized you were out?
This is the power of true personalization—a proactive approach to the customer experience....
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