PERSONALISATION AT SCALE FOR RETAIL
In retail, it pays to personalise.
Personalisation at Scale: Retail Industry Spotlight explores the challenges — and payoffs — motivating retail businesses to accelerate the adoption of personalisation programmes. Learn more in this Adobe-commissioned Forrester Consulting research study.
Personalisation efforts are paying off for retailers, but customer experience demands remain high.
Forrester’s research delivers key findings for retailers, including:
- Meeting high customer expectations remains challenging, with just 18% of B2C consumers saying retail companies meet their experience needs.
- Despite challenges, personalisation at scale is proving its worth, helping retailers exceed targets across revenue (68%), conversions (68%) and customer experience (63%).
- To achieve experience excellence, retailers must focus on developing personalisation across data, content and omnichannel orchestration.