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.

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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.

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