Customer Strategy in the Age of AI

Those that succeed in personalization, build trusted relationships with millions of customers across channels and engage with them at every step throughout their journey. They are rethinking their operations and unleashing the creativity of their teams—combined with the power of AI and technology—to fine-tune each successive interaction, delighting customers in the process.

Most companies, though, are not doing personalization well, leading to wasted money and effort and missed expectations. To be effective, personalization must be a critical element of your organization’s strategy.

Personalized is a playbook for delivering true personalization at scale and explains the Five Promises of Personalization: empower me, know me, reach me, show me, and delight me. With detailed examples across many industries, this book will help executives learn how to make personalization a priority, to accelerate growth, and to capture their share of the $2 trillion personalization prize.

Mark Abraham is a Managing Director & Senior Partner at Boston Consulting Group (BCG) and the founder of the company’s Personalization business

David C. Edelman has a long history of Personalization work stretching back more than three decades.