Key Insights
Essential data points from our research
71% of consumers expect companies to deliver personalized interactions
76% of consumers get frustrated when this doesn’t happen
91% of consumers are more likely to shop with brands who recognize, remember, and provide relevant offers and recommendations
Companies that grow faster drive 40% more of their revenue from personalization than their slower-growing counterparts
80% of companies report seeing an uplift since implementing personalization
Personalization can reduce customer acquisition costs by as much as 50%
Emails with personalized subject lines generate 50% higher open rates
Personalized calls to action convert 202% better than default or standard calls to action
Segmented and personalized emails generate 58% of all revenue
86% of consumers are concerned about their data privacy when it comes to personalization
63% of consumers say they would stop purchasing products from a company that fell victim to a data breach
40% of consumers say they have deleted a brand's app because of privacy concerns
63% of digital marketing leaders still struggle with personalization tech implementation
51% of marketers are currently using AI to improve personalization
By 2025, 80% of marketers who have invested in personalization will abandon their efforts due to lack of ROI
Challenges & Data Privacy
- 186% of consumers are concerned about their data privacy when it comes to personalization
- 263% of consumers say they would stop purchasing products from a company that fell victim to a data breach
- 340% of consumers say they have deleted a brand's app because of privacy concerns
- 457% of consumers are willing to share personal data in exchange for personalized offers
- 548% of consumers appreciate the convenience of personalization but worry about how their data is used
- 692% of consumers are unlikely to engage with a brand after a "creepy" personalized experience
- 738% of consumers say that receiving a personalized ad for something they mentioned in a private conversation is "creepy"
- 832% of marketers cite lack of data as a major barrier to personalization
- 970% of marketers say that legal/privacy variations across countries are a challenge for personalization
- 1041% of consumers find it creepy when they receive texts from brands or retailers they don't remember interacting with
- 1137% of consumers trust brands to keep their personal data secure and use it responsibly
- 1255% of marketers say they do not have sufficient data and insights to drive effective personalization
- 1353% of companies lack the right technology to personalize experiences at scale
- 14Only 6% of companies report having the data necessary to personalize the customer experience fully
- 1569% of consumers are concerned that personalized tracking is being used to manipulate them
- 1628% of consumers believe identifying them by name in marketing is an invasion of privacy
- 1764% of consumers are fine with companies using their purchase history for personalization, but only 35% are fine with using location data
- 18Only 17% of marketing leaders say their organizations are "very effective" at personalization
- 1939% of businesses report they struggle with checking data quality for personalization
- 2025% of data used for personalization is inaccurate
Interpretation
Walking a privacy tightrope, brands must woo consumers with convenient, purchase-history-based personalization while avoiding the "creepy" missteps that lead people to delete apps and abandon breached companies, even as most firms lack the accurate data, technology, and legal readiness to deliver personalization people actually trust.
Consumer Expectations
- 171% of consumers expect companies to deliver personalized interactions
- 276% of consumers get frustrated when this doesn’t happen
- 391% of consumers are more likely to shop with brands who recognize, remember, and provide relevant offers and recommendations
- 472% of consumers say they only engage with personalized messaging
- 566% of consumers say encountering content that isn’t personalized would stop them from making a purchase
- 663% of consumers will stop buying from brands that use poor personalization tactics
- 780% of frequent shoppers only shop with brands that personalize the experience
- 874% of customers feel frustrated when website content is not personalized
- 952% of consumers expect offers to always be personalized to them
- 1070% of millennials represent the generation most frustrated by brands sending irrelevant emails
- 1136% of consumers believe brands should offer more personalized experiences
- 1290% of U.S. consumers find marketing personalization very or somewhat appealing
- 1384% of consumers say being treated like a person, not a number, is very important to winning their business
- 1459% of consumers say that personalization based on past interactions is very important to winning their business
- 1548% of consumers have left a website without purchasing because they felt it was poorly curated for them
- 1633% of customers will abandon a business relationship because personalization is lacking
- 1762% of consumers expect companies to anticipate their needs
- 1883% of consumers are willing to share their data to create a more personalized experience
- 1956% of consumers say they are more likely to become a repeat buyer after a personalized experience
- 2069% of consumers appreciate personalization as long as it is based on data they have explicitly shared with a business
Interpretation
These statistics deliver a clear, slightly unforgiving verdict: personalization is no longer optional but the new handshake, do it well and customers will gladly share data, buy more, and stick around, do it poorly and they'll get frustrated, abandon carts, and take their business elsewhere.
Email & Channel Statistics
- 1Emails with personalized subject lines generate 50% higher open rates
- 2Personalized calls to action convert 202% better than default or standard calls to action
- 3Segmented and personalized emails generate 58% of all revenue
- 482% of marketers reported an increase in open rates through email personalization
- 575% of marketers believe personalization yields higher click-through rates in email
- 6Adding a name to the subject line increases the probability of the email being opened by 26%
- 7Birthday emails generate 342% higher revenue per email than standard promotional emails
- 8Transactional emails (which are highly personalized) have 8x more opens and clicks than any other type of email
- 955% of consumers believe email is the most preferred channel for personalized notifications
- 10Push notifications with personalized timing result in a 40% conversation lift
- 11Personalized social media content is trusted by only 18% of consumers compared to 42% for personalized email
- 1277% of consumers choose email over other channels for permission-based promotional messages
- 13Using personalized videos in email marketing can increase click-through rates by up to 300%
- 1472% of consumers say they only engage with marketing messages that are customized to their specific interests
- 15SMS marketing campaigns with personalization have a 98% open rate
- 16Mobile apps that use in-app personalization see a 27% increase in conversions
- 1739% of marketers reported that their website is the most personalized channel
- 18Only 21% of marketers engage in personalization on mobile apps
- 19Dynamic content in email leads to a 2.5x higher click-to-open rate
- 20LinkedIn InMail messages that are personalized have a 15% better response rate
Interpretation
If personalization were a product it would be a blockbuster, because personalized subject lines lift opens by 50 percent, tailored calls to action convert 202 percent better, segmented emails drive 58 percent of revenue, adding a name to the subject boosts open probability by 26 percent, birthday messages generate 342 percent more revenue per email and transactional messages get eight times more opens and clicks, SMS enjoys a 98 percent open rate while personalized video can raise click-throughs by up to 300 percent, yet social personalization is trusted by only 18 percent of consumers and just 21 percent of marketers personalize mobile apps even though in-app personalization increases conversions by 27 percent, so the sober takeaway is that timely, data-driven personalization—especially in email—turns attention into action and revenue, and ignoring it is no longer an option.
ROI & Business Impact
- 1Companies that grow faster drive 40% more of their revenue from personalization than their slower-growing counterparts
- 280% of companies report seeing an uplift since implementing personalization
- 3Personalization can reduce customer acquisition costs by as much as 50%
- 4Personalization can lift revenues by 5 to 15%
- 5Marketers see an average increase of 20% in sales when using personalized experiences
- 693% of B2B marketers say personalizing content has increased their company’s revenue
- 7Advanced personalization can yield a $20 return for every $1 spent
- 886% of marketers have seen a measurable lift in business results from their personalization campaigns
- 944% of consumers say they will likely become repeat buyers after a personalized shopping experience
- 10Brands that personalize the customer experience see 1.5x higher year-over-year conversion growth
- 1197% of marketers report a measurable lift from their personalization efforts
- 12Proper personalization can increase marketing spend efficiency by 10% to 30%
- 1379% of organizations that exceeded revenue goals have a documented personalization strategy
- 14Delivering relevant content driven by personalization can increase impulse buys by 49%
- 15Personalization campaigns can result in a 10-15% increase in conversion rates
- 1698% of marketers say personalization advances customer relationships
- 17Post-click landing page personalization can lead to a 202% lift in conversions
- 1860% of marketers say personalization involves a higher quality of lead generation
- 1951% of marketers say personalization leads to higher retention numbers
- 20Organizations with fully connected personalization strategies expect 39% revenue growth
Interpretation
Personalization is the equivalent of giving customers what they actually want, rewarding brands with double digit lifts, cutting acquisition costs by up to half and delivering returns as high as $20 for every $1 spent, so treating every shopper the same is a luxury no growth focused brand can afford.
Trends & Technology
- 163% of digital marketing leaders still struggle with personalization tech implementation
- 251% of marketers are currently using AI to improve personalization
- 3By 2025, 80% of marketers who have invested in personalization will abandon their efforts due to lack of ROI
- 429% of marketers use machine learning for personalization today
- 5Real-time personalization can be delivered by only 24% of marketing organizations
- 679% of marketing organizations are shifting to first-party data strategies for personalization due to cookie deprecation
- 746% of marketers cite legacy technology as a major hurdle to personalization strategy
- 858% of marketers engage in real-time personalization based on customer behavior
- 974% of marketers believe AI will be key to scaling personalization in the next 5 years
- 10Predictive personalization is used by only 18% of marketers
- 1188% of marketers believe their growth depends on personalizing the customer experience through automation
- 1261% of companies are leveraging location-based data for mobile personalization
- 1342% of brands are planning to increase their budget for personalization technology
- 14Hyper-personalization via AI is expected to start shifting marketing spend by 10% by 2025
- 1567% of brands use algorithmic personalization to recommend content
- 16Customer Data Platforms (CDPs) are used by 43% of companies to unify data for personalization
- 17Voice-assisted personalization is expected to be a key trend for 25% of major brands
- 1881% of marketers want to use more psychological data for personalization but lack the tech
- 19Omnichannel personalization strategies are only fully implemented by 14% of organizations
- 2092% of marketers believe using first-party data to personalize is critical to their growth
Interpretation
Marketers are loudly betting on AI and first party data to deliver hyper personalization, yet legacy systems, limited real time and predictive tools, scarce psychological insights, and looming ROI failures mean the industry risks being all hat and no cattle even as budgets and CDP adoption inch up.
