83% of consumers are willing to share personal information to enable personalization (Accenture).

68% of consumers believe it’s important for businesses to tailor experiences based on their tastes and preferences (Oracle).

33% of consumers ended their relationship with a company because the experience wasn’t personalized enough (Forbes).

No brand, regardless of vertical or industry, can ignore the overwhelming customer demand to personalize every engagement. You might say “what’s new? We have been talking about it for years”. Very true, yet it still is as big a problem as ever.

Why is that?

Because the only way to personalize the customer experience is to base every interaction on real, specific customer data and preferences. This also means responding in a matter of seconds (real-time).

The right message at the wrong time isn’t good enough anymore

For example, a customer who’s stuck or lost on your website or mobile app, isn’t going to wait around for a response that comes hours later. If anything, a late response often results in a negative reaction from customers, even if it’s personalized.

Personalization means interacting with customers at the right time, with the right contextual message, and on the right channel. As it turns out, it’s a huge challenge, both marketing and technology-wise.

With distributed data sources producing only fragmented customer journeys, customers are simply not getting what they want at the other end.

Read all about it…