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Personalization’s Golden Rule: Know Thy Customer

A look at what it takes to create great experiences and where brands still struggle

In a world where consumers spend 6½ hours every day on digital channels, the face-to-face relationship may be waning, but the opportunity for connection isn’t.

So how critical is digital experience?

More than half (63%) of consumers expect personalization as a standard of service and many marketers think they’re doing some personalization, so they think they’re checking the box on personalized customer experience. Yet many don’t really know who’s on the receiving end – which begs the question, how personal can it be?

We partnered with Marketing Dive’s Brand Studio to survey 195 marketing executives, directors, and managers on the topic of delivering customers personalized experiences.

The responses were surprising.