The Strategy Skills Podcast: Strategy | Leadership | Critical Thinking | Problem-Solving cover image

493: Customer Strategy in the Age of AI with Mark Abraham, BCG’s Personalization Lead

The Strategy Skills Podcast: Strategy | Leadership | Critical Thinking | Problem-Solving

CHAPTER

Enhancing Customer Experience through Personalization and AI

This chapter discusses the crucial role of personalization in improving customer experience and how organizations can effectively implement strategies to achieve it. It emphasizes cross-functional collaboration, the use of a personalization index for internal assessment, and the transformative power of AI in analyzing customer data for better engagement. Real-world examples illustrate how AI-driven strategies are reshaping interactions and driving significant revenue growth in various sectors.

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