Priority #3:
Get up close and personal
Personalization is not a nice-to have anymore. Consumers demand experiences that are tailored to their individual preferences.
“Our research shows that more than half of customers engage with three to five channels during each journey they take toward making a purchase or resolving a request.”
McKinsey
With consumers today being intolerant of generic, irrelevant offers, personalization has become an absolute must in the digital commerce landscape.
Anticipating customer needs and delivering tailored experiences is essential to sustaining loyalty and optimizing every sales opportunity.
60% of CSPs report that personalized, AI-driven contextual offers are essential when considering the importance of various features and capabilities for successfully implementing beyond-core and additional services aimed at consumers
Omdia Future of Commerce Research
