
Personalized
Customer Strategy in the Age of AI
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Narrated by:
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Christopher Douyard
About this listen
Consumers want personalized experiences, but few companies are rising to the challenge. To be done effectively, personalization must be a critical element of an organization's strategy.
Personalized is a playbook for delivering true personalization at scale. In this book, Boston Consulting Group's Mark Abraham and Harvard Business School's David C. Edelman describe Five Promises of Personalization:
Empower Me: Understand each customer's needs and how best to meet them.
Know Me: Win customers' trust and permission to use their data to improve their experience.
Reach Me: Reach out to the right customer, in the right channel, at the right time.
Show Me: Tailor unique content to be relevant to each customer, enabled by generative AI.
Delight Me: Design new ways of working and ensure continuous improvement, so a customer's experience feels magical.
With detailed examples across industries—including retail, health care, banking, technology, and travel—this book will help executives learn how to put personalization at the center of their strategy, accelerate growth, and capture their share of the $2 trillion personalization prize.
PLEASE NOTE: When you purchase this title, the accompanying PDF will be available in your Audible Library along with the audio.
©2024 The Boston Consulting Group, Inc. (P)2024 Ascent AudioListeners also enjoyed...
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What listeners say about Personalized
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- Daniel
- 05-05-25
Great content, not engaging unfortunately
I really wanted to love this book, once I started I confirmed it was the content I was looking for and even recommended it to a couple high level executives thinking this was it. Fast forwarding… I just wanted to finish it by the end… I don’t feel I learned much. It did have some great data but I feel like it’s not an engaging or well written book. Feels too know-it-all when this is a field that it’s just starting, there’s too much to unfold. I would recommend but with the side note that it’s not fun to read or a book to take to the beach.
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Overall
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Performance
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Story
- Anonymous User
- 01-29-25
New perspective
I recommend it to who ever likes to dig deep into personalization, too many corporate jargon but the substance make up for that
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