Our research reveals the ways that next-generation experience personalization 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. Personalization leaders improved customer loyalty 1.5x more effectively than brands with low personalization maturity.
- Most brands overestimate their personalization performance. On average, B2C executives are 2x more likely than consumers to say they provide good or great personalization.
- Leading brands are separating from the pack. Personalization leaders are overcoming data complexity and talent challenges through smart strategy, focused effort, and targeted spend.
- Bottom line: Personalization pays. Leading brands outperform laggards across a range of key business measures. For example, personalization leaders are nearly twice as likely to exceed revenue goals.