With more options available to consumers than ever before, brands have quickly come to learn competing on price and promotions, alone, is nothing but a race to the bottom. Customer experience management is the new battleground – and in 2018, we saw industries of all shapes and sizes attempting to meet the unique needs of the individuals they serve through a more personalized approach.
But faced with scaling operations in order to achieve meaningful business results, our recent research shows organizations are reassessing the current order of things internally.
Over the course of 2018, more than 300 executives and marketers from cross-functional roles across various industries in AMER, EMEA, and APAC participated in our Personalization Maturity Self-Assessment Test. Measured against eight signals of personalization, these organizations were then ranked according to four levels of personalization: absent, basic, advanced, and pioneer.
The second consecutive year we’ve conducted our research, this report allows us to not only provide updated benchmarks to our 2018 Personalization Maturity findings but also compare between last year’s results.
What we discovered was that organizations are in fact taking a long, hard look at how well personalization tech is integrated within the overall stack, who should be driving cross-channel initiatives, and whether or not they have the right talent on deck to succeed.
The ultimate realization is that the road to deep personalization is a marathon, not a sprint.
Make sure to download the complete report for all of the details.
And don’t forget to discover your own company’s personalization maturity level by answering these eight questions.