Personalization Will Yield $2 Trillion If Done Right
Destination CRM, Friday, February 28th, 2025
In Personalized: Customer Strategy in the Age of AI, Boston Consulting Group senior partner Mark Abraham and Harvard Business School senior lecturer David Edelman predict that AI-powered personalization will become the ultimate advantage and that the next decade will witness $2 trillion in growth from the companies that get it right.
To help companies get there, they offer the Personalization Index, a way to measure personalization at scale. CRM editor Leonard Klie got more personal with them in the following interview:
CRM: Is personalization more important today than ever before? Why is that?
Abraham: Yes! We benchmarked hundreds of companies and surveyed 23,000 customers and found three things: