Customers want personalized marketing. Why can't most brands deliver? | MarTech

"71% of consumers want personalized offers and information, while 78% expect seamless experiences across channels. However, fewer than half of brands consistently deliver on these expectations."

"The real barrier to personalization is not a lack of data, but rather the lack of cohesion among the various systems that collect customer insights across different channels."

"Even minor bumps along the customer journey, such as receiving inconsistent pricing information or having to repeat their story to multiple support team members, chip away at trust and satisfaction."

Consumers increasingly expect personalized offers and seamless experiences, yet many brands fail to meet these expectations due to disconnected data systems. A significant number of organizations lack the adequate data foundation to support AI-driven personalization. The challenge lies in the inability to share customer insights across various channels quickly enough, leading to inconsistent customer experiences. Minor disruptions in the customer journey can significantly impact satisfaction and loyalty, highlighting the need for a unified approach to customer experience.

Read at MarTech