This episode of the 'Hello $FirstName' podcast consists of an audio book chapter, namely Chapter 14 which brings further perspectives on how personalized a customer journey can be expected to become - even if you are an expert at it. Also we zoom in on how to work with control groups to measure value properly. CHAPTER 14: TYING IT ALL UP IN THE BOWTIE OF  PERSONALIZATION  Getting back to the knot of the bowtie What does ‘good’ look like from the customer’s point of view? The realistic end goal of the personalized customer experience Less engaged customers will experience less personalization Measuring the value of personalization Identifying your metrics Using control groups Using proxy metrics Do the math – all the way to the money Maturity levels for a personalized customer experience The Pyramid of Personalization The full book is available in print and kindle and can be bought here. (or your local amazon...) An abstract of the book can be downloaded here. All models and illustrations from the book can be downloaded here.