Customer Strategy: It’s Personal

Mark Abraham, a leader at BCG's Marketing, Sales & Pricing practice and co-author of 'Personalized', dives into the critical role of personalization in customer experience. He discusses how blending digital and physical interactions can create unforgettable customer journeys, citing success stories from brands like Four Seasons and Spotify. Mark also explores how traditional industries are adopting these strategies and the transformative power of AI in crafting personalized approaches. He emphasizes the importance of responsible AI use and actionable strategies for businesses embarking on their personalization journey.