1、2025 editionThe BCG Personalization Index ReportHow customer engagement is changing across industries in the age of AIImage generated by AI.Boston Consulting Group partners with leaders in businessand society to tackle their most important challenges andcapture their greatest opportunities.BCG was t
2、he pioneerin business strategy when it was founded in 1963.Today,we work closely with clients to embrace a transformationalapproach aimed at benefiting all stakeholdersempoweringorganizations to grow,build sustainable competitiveadvantage,and drive positive societal impact.Our diverse,global teams b
3、ring deep industry and functionalexpertise and a range of perspectives that question thestatus quo and spark change.BCG delivers solutionsthrough leading-edge management consulting,technologyand design,and corporate and digital ventures.We workin a uniquely collaborative model across the firm andthr
4、oughout all levels of the client organization,fueled by the goal of helping our clients thrive and enabling them to make the world a better place.Included in This ReportWhat is the BCG Personalization Index?Personalization Trends and OpportunitiesLearnings from 2025 Personalization LeadersAccelerati
5、ng Your Personalization Efforts0102030432What is personalization?To be clear,personalization isnt as simple as automatically plugging customer names into emails.True personalization requires creating experiences at scale,that get fine-tuned with each successive interaction and empower customers to g
6、et what they wantfaster,cheaper,and more easily.Doing so requires delivering on five implicit promises that shape customers expectations:About the BCG Personalization IndexWe surveyed 200 marketers,acted as mystery shoppers to observe how companies delivered experiences across channels,and performed
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