Chart: Personalization Goals & Challenges

Optimizing the customer experience has been deemed one of the most exciting opportunities for marketers this year. But that doesn’t make it easy: research from Ascend2 reveals that improving the customer experience (CX) is also one of the most critical challenges to the success of a data-driven personalization strategy.

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Chart: Bad Shopping Experience Reactions

A report from BRP shows that there are significant variances in shopping behavior by age, in particular between those who grew up in the internet age (“Digital Consumers” age 18-37) and those born before this time (“Traditional Consumers” age 38+).

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Chart: Chatbot Engagement Rates By Select Countries

The vast majority of adults across 6 countries believe that organizations are failing to provide a connected experience, defined as organizations knowing their preferences across all channels and being able to provide them with access to the information they need in a timely manner.

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Chart: Marketing Automation Optimization Tactics

Delivering personalized content is the most challenging barrier to marketing automation success, though the integration of all marketing systems is a close second. Despite the difficulties marketers are having delivering personalized content, the vast majority say that content personalization driven by marketing automation is in fact improving.

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