Inside the Briefcase
NEW RESEARCH: ACCELERATE GROWTH THROUGH CX PERSONALIZATION
April 1, 2023 No CommentsIt pays to personalize.
In early 2022 Deloitte Digital surveyed hundreds of consumers and business leaders in the United States to understand what personalized experience customers want, how brands are equipped to deliver those experiences and how brand efforts are moving the needle forward. They found that nearly 3 in 4 business leaders said they believe personalization has a significant or very significant impact on their brands’ customer strategies. Yet, more than half of consumers told us that personalization tends to feel off target and doesn’t meet their needs, interests or preferences.
Experience personalization is clearly complex, but there’s good reason to get it right. They found that the brands most focused on personalization are also the brands that are driving new customer growth, stronger loyalty and increased revenues.
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