Every B2B and B2C brand strives for loyalty and customer lifetime value. Effective personalization is what can get you there. Explore our resources to learn how today’s most impactful brands are treating their customers like individuals—and seeing rapid growth.
Why personalization matters
Did you know that nearly 3 in 4 consumers are more likely to purchase from brands that deliver personalized experiences, and they spend 37% more with those brands? Personalization is no longer seen as a perk or a “nice-to-have” by today’s consumers—it’s an expectation.
Executing personalization the right way can be the difference between becoming a leading brand or falling behind in today’s competitive landscape. Explore our recent research and resources below to see what brands and consumers are saying about personalization, and to gain actionable insights to elevate your brand’s personalization strategy.
Compared to their peers, brands with higher personalization maturity are:
more likely to have exceeded their revenue goals
more likely to report increased customer purchasing frequency
more likely to report improved customer loyalty
Reimagining retail with personalization for Macy's
Personalization: It’s a value exchange between brands and customers
Personalize better with customer archetypes
Scaling real-time digital experience personalization with Amazon and Adobe
Create and deliver authentic, timely content that drives results
Build authentic customer relationships that increase lifetime value
Unlock the benefits of personalization in B2B
Deloitte Digital personalization solutions
Our personalization solutions are designed to meet brands where they are—regardless of their stage of maturity. Whether your goals are better strategy alignment with the rest of your organization, maximized ROI from personalization, increased customer engagement, or all of the above, we’ve got you covered.
We customize and deliver the foundational components necessary to jumpstart personalization for brands.
Our capabilities include:
We identify underutilized components of existing data, tools, and technology, then operationalize to deliver incremental business impact.
Our capabilities include:
Activation pods
Journey design and orchestration
Measurement and testing frameworks
We optimize your organizational structure and processes to streamline personalization activation at scale.
Our capabilities include:
Revised operations model
Process mapping and documentation
Change management roadmap development
We implement the newest technologies to increase the acceleration of your personalization efforts into a well-oiled machine.
Our capabilities include:
Artificial intelligence (AI) and machine learning (ML) data solutions
Deloitte Digital Content Studios and Generative AI (GenAI)
Leala Shah Crawford is a managing director in Deloitte Digital’s customer practice, where she leads the customer data science and analytics offering. She has over 18 years of experience defining and implementing global transformation strategies for leading companies. Crawford brings a unique perspective, combining her expertise from both a consulting and industry view to connect the org, process, and tech capabilities required to drive successful transformation and measurable results.
With over two decades of experience in customer, digital, and marketing transformation, Trinadha is a global leader adept at advising clients on digital transformation. He leverages his extensive expertise in marketing, technology, data, and AI. A recognized authority in Personalization & MarTech, he is a frequent speaker at industry events and author of numerous Points of View (POVs) on related topics. Trinadha has demonstrated success in driving multiyear sales, serving major global clients, and building solid C-suite relationships to foster new business opportunities. He possesses P&L expertise and has developed global teams in marketing and analytics.
Will is a Personalization & Data Science Leader at Deloitte, specializing in transforming marketing functions for Fortune 500 and FTSE100 Retail and Consumer brands to deliver personalized customer experiences at scale. His end-to-end personalization experience and expertise helps brands to realize tangible benefits by harnessing Data, AI and Technology to drive customer acquisition, marketing efficiencies and customer loyalty. He brings a winning approach to define a holistic and pragmatic personalization strategy followed by leading programs to deliver transformative technology and operating model change. At Deloitte, Will is a global thought leader in personalization, next best action and data driven marketing whilst shaping go-to-market and propriety assets / accelerators for the firm.
