662: Customer Strategy in the Age of AI with Mark Abraham, BCG's Personalization Lead (Strategy Skills classics)

662: Customer Strategy in the Age of AI with Mark Abraham, BCG's Personalization Lead (Strategy Skills classics)

Author: FirmsConsulting.com & StrategyTraining.com June 22, 2026 Duration: 58:27

For this episode, let's revisit a strategy skills classic interview with the coauthor of the book Personalized: Customer Strategy in the Age of AI, Mark Abraham.

In this episode, we explore the rise of personalization through digital tools and AI, and how companies and organizations are leveraging it to build connections and engage with their customers. We discuss companies that excel in this area, such as Starbucks with its personalization engine, and Spotify with its tailored music recommendations. Personalization is not just about data; it's also about responding effectively to customer insights, enhancing customer experiences, and driving growth.

Mark Abraham is a senior partner at BCG and the founder of the firm's Personalization business, which he has built into a global team of more than 1,000 agile marketers, data scientists, engineers, and martech experts. He and his team have accelerated the personalization efforts of more than a hundred iconic brands (including Starbucks, The Home Depot, and Google) and built some of BCG's largest ventures and AI platforms, including Fabriq by BCG for personalization. Currently, Mark leads BCG's North American Marketing, Sales & Pricing practice and is reenergizing the growth and development of talent in what is one of the firm's largest regional practices.

Get Mark's book here: https://shorturl.at/Qj6Ys
Personalized: Customer Strategy in the Age of AI

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Tune into The Strategy Skills Podcast: Strategy | Leadership | Critical Thinking | Problem-Solving for conversations that move beyond abstract theory and into the practical mechanics of decision-making. Hosted by the teams behind FirmsConsulting.com & StrategyTraining.com, this series connects you directly to the minds shaping how organizations and individuals operate. Each episode features a diverse roster of guests, including sitting CEOs, senior partners from top consulting firms, acclaimed academics, and even high performers from sports and the arts, all dissecting pressing challenges in business and society. What you'll hear is a deep, unfiltered exchange of ideas on applying strategic frameworks, exercising genuine leadership, and honing the critical thinking required to solve complex problems. The dialogue is built for professionals aiming to advance their careers, managers seeking more effective tools, and anyone interested in the disciplined thought processes that drive success. This podcast serves as an audio companion for those who want to learn from real-world application, not just textbook cases. By focusing on the interplay between strategy, leadership, and problem-solving, it provides actionable insights you can use immediately in your own work and life.
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