Publication by Harvard Business Review

Tuesday, September 24, 12:00 pm ET

Consumers want personalized experiences.

Those companies that succeed in personalization build trusted long-term relationships with customers and engage with them at every step throughout their journey.

However, while companies realize the importance of personalization, few are currently delivering true personalized experiences. The result is a missed opportunity, wasted money, squandered effort, and missed expectations.

Future success requires embedding personalization in an organization’s strategy and delivering personalization at scale. And doing so requires leveraging the power of AI.

On September 24, in a live, interactive HBR webinar, BCG’s Mark Abraham and Harvard Business School’s David Edelman shared their playbook for delivering true personalization at scale.

They discussed:

• Why personalization is now essential
• The five “promises of personalization”
• The power of AI to make personalization possible
• Detailed case studies of personalization success across retail, healthcare, banking, and technology

Personalization is one of the keys to future business success but achieving it at scale remains challenging.

Mark Abraham is a managing director and a senior partner at Boston Consulting Group.

David C. Edelman is an executive adviser, a board director, and a fellow at Harvard Business School.

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