Consumers want to be heard, understood, and respected. They don’t care about your customer experience — they want meaningful, personalised, human experiences.
In the new Deloitte Digital report, Embrace meaningful personalisation to maximise growth, we show how savvy CMOs and CXOs are building durable business advantages and increased customer loyalty through experience personalisation.
Our research reveals the ways that next-generation experience personalisation is driving next-level growth for businesses—and the gaps you need to close in order to seize the opportunity:
Want loyalty? Make it personal. Personalisation leaders improved customer loyalty 1.5x more effectively than brands with low personalisation maturity.
Most brands overestimate their personalisation performance. On average, B2C executives are 2x more likely than consumers to say they provide good or great personalisation.
Leading brands are separating from the pack. Personalisation leaders are overcoming data complexity and talent challenges through smart strategy, focused effort, and targeted spend.
Bottom line: Personalisation pays. Leading brands outperform laggards across a range of key business measures. For example, personalisation leaders are nearly twice as likely to exceed revenue goals.
Learn what you need to do to succeed in the era of experience personalisation