Personalized
By Mark Abraham and David C. Edelman
A Playbook for Delivering Personalized Customer Experiences
Consumers demand personalized experiences, but few companies meet the challenge. Those that succeed build trusted relationships and engage customers at every step of their journey. Most companies, however, fall short—wasting money, effort, and missing expectations.
In Personalized: Customer Strategy in the Age of AI, Boston Consulting Group’s Mark Abraham and Harvard Business School’s David C. Edelman show how to make personalization a core element of organizational strategy. Professors can use the frameworks in the book to drive class discussions on customer-centric strategy, AI-driven operations, and what the authors describe as the $2 trillion personalization opportunity.
Personalized, by Mark Abraham and David C. Edelman is shared with permission from the author.
