Personalisation drives growth Infographic

PERSONALISATION IS IMPORTANT TO CONSUMERS:

COVID HAS SPARKED CHANGE: 75% OF CONSUMERS TRIED A NEW BEHAVIOUR DURING THE PANDEMIC.

71% OF CONSUMERS EXPECT COMPANIES TO DELIVER PERSONALIZED INTERACTIONS.

76% ARE FRUSTRATED WHEN THIS DOESN’T HAPPEN.

COMPANIES SUCCESSFULLY CAPTURING MORE VALUE FROM PERSONALIZATION GROW FASTER, BECAUSE THIS DRIVES PERFORMANCE AND BETTER CUSTOMER OUTCOMES. FASTER-GROWING COMPANIES DERIVE 40 PERCENT MORE OF THEIR REVENUE FROM PERSONALIZATION THAN SLOWER GROWERS.

SUCCESSFUL COMPANIES HARNESS DATA AND ANALYTICS FOR INSIGHTS, RUN AN AGILE OPERATING MODEL AND INVEST IN TALENT AND TRAINING.

FOR MORE INFORMATION, SEE MCKINSEY’S ARTICLE: “THE VALUE OF GETTING PERSONALIZATION RIGHT—OR WRONG—IS MULTIPLYING”.