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18min chapter
725: Customer Strategy in the Age of AI (with Mark Abraham, BCG’s Personalization Lead)
Case Interview Preparation & Management Consulting | Strategy | Critical Thinking
The Power of Personalization in the Digital Age
This chapter examines the evolution of computer modeling and its influence on personalized strategies in retail, showcasing the success of companies like Starbucks and Spotify. It discusses the importance of customer understanding, engagement, and relationship-building in delivering effective personalized experiences. By highlighting the challenges of implementing personalization and the need for collaboration across teams, the chapter encourages organizations to embrace a customer-centric approach to drive growth and loyalty.
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