Senior Partner & Managing Director
Personalization is delivering the right experience, to the right customer, at the right time. It’s the key to meeting the digital consumer’s expectations for one-to-one brand experiences and tailored selling recommendations.
Mastering the Art of Personalization
The world is seeing rapid advancement in personalization—making it both a threat and an opportunity. On the one hand, consumers are increasingly willing to share information and expecting personalized experiences in return; on the other, new competitors are using personalization strategies to disrupt and take over a company’s legacy customer relationships.
With BCG’s Personalization program, we’re leveraging advances in technology, data analytics, and agile ways of working to enable companies to achieve personalization at scale through gamification, triggered messages, end-to-end experiences, and virtual or augmented reality. We work with clients to create a self-reinforcing cycle of genuinely one-to-one customer experiences that strengthen brand engagement—delivering value for both customers and the business.