Key Insights
Essential data points from our research
71% of consumers expect companies to deliver personalized interactions
76% of consumers get frustrated when this personalization doesn’t happen
62% of consumers say a brand will lose their loyalty if they deliver an un-personalized experience
Companies that grow faster drive 40% more of their revenue from personalization than their slower-growing counterparts
AI-powered personalization can reduce customer acquisition costs by up to 50%
Personalization implementation can result in a sales uplift of 10% or more
98% of marketers agree that personalization advances customer relationships
64% of marketers strictly use AI for researching information and data analysis for personalization
84% of digital marketing leaders believe using AI/ML improves the personalization function
Emails with personalized subject lines generate 50% higher open rates
Segmented, personalized and targeted emails generate 58% of all revenue
74% of marketers say targeted personalization increases customer engagement rates
The global market for AI in marketing is projected to reach $107.5 billion by 2028
37% of consumers trust AI to provide unbiased and accurate personalized recommendations
66% of consumers are concerned about how their data is being used for AI personalization
Adoption & Implementation
- 198% of marketers agree that personalization advances customer relationships
- 264% of marketers strictly use AI for researching information and data analysis for personalization
- 384% of digital marketing leaders believe using AI/ML improves the personalization function
- 460% of marketers are currently using AI in their marketing operations
- 592% of businesses are using AI-driven personalization to drive real-time growth
- 658% of marketers plan to increase their spending on AI and personalization in the next year
- 729% of marketers are using AI to create personalized product recommendations
- 8Only 35% of companies feel they are successfully achieving omni-channel personalization
- 953% of marketers describe their use of AI for personalization as "extensive"
- 1077% of marketers report that AI is a critical component of their personalization strategy
- 1126% of organizations have AI systems in widespread production for personalization
- 1244% of marketers are using AI to generate content for personalization
- 1388% of investment in AI Marketing is focused on personalization and customer analytics
- 1468% of marketing leaders are prioritizing predictive analytics for personalization
- 1532% of marketers cite lack of skilled personnel as a barrier to AI personalization adoption
- 1650% of marketers use AI to personalize website experiences in real time
- 1719% of marketers actively use AI for copywriting personalization
- 18More than 1 in 4 marketers (28%) are using AI to create personalized email subject lines
- 1963% of marketing leaders plan to invest in Generative AI for personalization within 24 months
- 2047% of small businesses are currently using AI tools for personalization
Interpretation
AI-powered personalization is marketing’s favorite promise, with 98% saying it deepens customer relationships and 77% calling AI critical, yet execution is uneven: 60% use AI in marketing and 92% leverage AI-driven personalization for real-time growth while only 26% have AI widely in production and just 35% achieve omni-channel personalization; investment intent is strong, as 58% plan to increase spending and 63% expect to adopt generative AI within two years, but many deployments remain narrow or research-focused, with 64% mainly using AI for data analysis, 29% for product recommendations, 19% for copywriting, 28% for email subject lines, 44% generating personalized content, 50% personalizing websites in real time, 47% of small businesses using AI tools, and 32% citing a skills gap.
Business Impact & ROI
- 1Companies that grow faster drive 40% more of their revenue from personalization than their slower-growing counterparts
- 2AI-powered personalization can reduce customer acquisition costs by up to 50%
- 3Personalization implementation can result in a sales uplift of 10% or more
- 497% of marketers report witnessing a rise in business outcomes due to personalization
- 580% of business leaders report that consumers spend more when their experience is personalized
- 6Companies using advanced personalization report a $20 return for every $1 spent
- 789% of digital businesses are investing in personalization
- 8Personalized calls to action (CTAs) perform 202% better than basic CTAs
- 9AI can increase business productivity by up to 40%
- 1070% of companies that use advanced personalization have seen ROI of 200% or more
- 11Brands that personalize the customer journey see a 10-15% increase in revenue
- 12AI-enabled personalization can lift cross-sales by 20-30%
- 1388% of marketers say that using AI has helped them personalize the customer journey to a great extent
- 14Marketers using AI save an average of 2.5 hours per day, allowing more focus on strategy
- 1593% of companies employing advanced personalization increased their revenue in 2023
- 16Personalization at scale has the potential to create $1.7 trillion to $3 trillion in new value
- 1763% of marketers have seen increased easy of converting leads thanks to AI personalization
- 18Marketers saw a 76% increase in click-through rates when using AI to optimize timing
- 1941% of marketers say that AI has directly led to higher revenue growth
- 20Companies prioritizing personalization have a 30% higher customer retention rate
Interpretation
Put simply, AI-powered personalization is the business equivalent of rocket fuel, slashing acquisition costs by up to 50%, lifting sales, cross-sales and conversion metrics by double and triple digit margins, improving CTAs and click-throughs, saving marketers hours a day, producing returns as high as $20 for every $1 spent and 200 percent plus ROI for many firms, boosting productivity and retention, and creating trillions in value while leaving companies that ignore it struggling to keep up.
Consumer Expectations
- 171% of consumers expect companies to deliver personalized interactions
- 276% of consumers get frustrated when this personalization doesn’t happen
- 362% of consumers say a brand will lose their loyalty if they deliver an un-personalized experience
- 480% of consumers are more likely to make a purchase when brands offer personalized experiences
- 591% of consumers are more likely to shop with brands who recognize, remember, and provide relevant offers and recommendations
- 656% of consumers feel that most companies treat them as a number rather than an individual
- 766% of customers expect companies to understand their unique needs and expectations
- 852% of customers expect offers to always be personalized
- 972% of consumers say they only engage with marketing messages that are customized to their specific interests
- 1069% of customers appreciate personalization as long as it is based on data they have explicitly shared with a business
- 1183% of consumers are willing to share their data to create a more personalized experience
- 123 of 4 consumers are comfortable with companies using AI to improve their experiences
- 1365% of consumers say they will buy from a brand again if they receive a personalized experience
- 1448% of consumers have left a website without purchasing because they felt it was poorly curated for them
- 1560% of consumers say they will become repeat customers after a personalized shopping experience
- 1690% of consumers find personalized marketing content somewhat or very appealing
- 1736% of consumers believe that brands should offer more personalized experiences
- 1851% of consumers expect that by 2030 companies will anticipate their needs before they arise
- 1961% of people believe AI will lead to better customer service
- 2074% of customers feel that seeing their name in an email or on a website is not enough to constitute personalization
Interpretation
These stats are clear: a name in an email is merely table stakes—consumers want meaningful, data‑informed personalization, will share data and embrace AI to get it, and will reward brands that remember and anticipate their needs while deserting those that treat them like numbers.
Content & Email Channels
- 1Emails with personalized subject lines generate 50% higher open rates
- 2Segmented, personalized and targeted emails generate 58% of all revenue
- 374% of marketers say targeted personalization increases customer engagement rates
- 4AI-generated personalized content is used by 48% of marketing teams
- 553% of marketers say email is the most effective channel for personalization
- 6Personalized product recommendations account for 31% of ecommerce revenues
- 755% of ecommerce site visitors leave the site within the first 15 seconds if content isn't personalized
- 8Using the name of the recipient in the email subject line increases the Open Rate by 18.3%
- 9Websites using AI personalization see a 19% uplift in sales on average
- 1040% of marketers use AI to optimize email send times for individual users
- 11Cart abandonment emails that are personalized are opened 45% of the time
- 1267% of brands use data to personalize their mobile app content
- 1328% of marketers use generative AI to draft personalized social media posts
- 14Personalized video marketing can increase conversion rates by 8%
- 1545% of consumers prefer to buy from sites that offer personalized recommendations
- 16AI-driven chatbots handling personalized queries can resolve 80% of routine tasks
- 17Dynamic content in email leads to a 22% increase in ROI
- 1865% of B2B buyers are likely to switch brands if a vendor doesn’t personalize communications
- 1942% of consumers say that non-personalized content annoys them
- 20Click-through rates improve by 14% when emails deliver personalized messages
Interpretation
Treating customers like one-size-fits-all is a fast track to the unsubscribe bin; these stats show AI-driven personalization isn’t a nice-to-have gimmick but a revenue and retention engine that boosts opens, clicks and sales, resolves routine queries, and keeps visitors and buyers from fleeing or switching brands.
Future Trends & Challenges
- 1The global market for AI in marketing is projected to reach $107.5 billion by 2028
- 237% of consumers trust AI to provide unbiased and accurate personalized recommendations
- 366% of consumers are concerned about how their data is being used for AI personalization
- 441% of marketers cite data privacy regulations as a major challenge to personalization
- 560% of consumers say they would stop doing business with a company if they suffered a data breach involving personalized data
- 665% of executives fear that Generative AI personalization will lead to bias and ethical issues
- 7Poor data quality costs organizations an average of $12.9 million annually hindering personalization
- 8By 2025, 80% of marketers who have invested in personalization will abandon their efforts due to lack of ROI
- 943% of consumers have used tools to opt-out of tracking hindering personalization efforts
- 1063% of digital marketing leaders still struggle with personalization due to difficult technology integrations
- 11By 2026, 60% of marketing organizations will use AI as a core element of their personalization
- 1233% of marketers say "lack of data" is their biggest challenge in AI personalization
- 1340% of consumers will deceive personal tracking software to mask their true intent by 2024
- 14The AI personalization market is expected to grow at a CAGR of 18% over the next 5 years
- 1572% of consumers are concerned about AI generating false information in a personalized context
- 1654% of consumers say they want full transparency on when AI is being used to personalize their experience
- 1738% of businesses report the inability to act on data in real-time as a barrier to AI personalization
- 18Over 75% of consumers are now concerned about the amount of data brands collect for personalization
- 1957% of consumers prefer to use an alias to protect their identity online while shopping
- 20By 2026, generative AI significantly altering personalization strategies will account for 30% of outbound marketing messages
Interpretation
The AI personalization market may be headed for $107.5 billion by 2028 at an 18% CAGR, but with only 37% of consumers trusting recommendations, 66% worried about data use, 43% opting out of tracking and 40% actively deceiving trackers, not to mention executives fretting bias and poor data that costs organizations $12.9 million a year, marketers face the very real prospect of an 80% personalization abandonment rate by 2025 unless they pair rapid AI adoption with transparency, ethics and measurable ROI.
