News

Survey says consumers want personalized experience

January 7, 2020

Personalization is top of mind for the consumer and retailers need to step up the customer experience effort as a majority of shoppers say brands are not meeting CX expectations.

Those are the top findings from the second annual survey from Acquia.

In addition, 94% of marketers agree with customers that brands aren't meeting experience expectation, according to a press release on the survey results. More than 6,000 consumers and 600 marketers across Australia, Europe and North America provided input for the annual report, "Deliver the CX They Expect: Customer Experience Trends."

"Customers have made their demands clear, and now is the time for marketing organizations to respond to those challenges," said Lynne Capozzi, Acquia CMO, in the release. "Brands must focus on innovating where it drives the most value and being able to show wins along the way — and the data shows that the only way to meet those customer expectations is by developing a personalization practice. Smart marketers see the trends and are planning and executing an open approach that offers personalization while addressing data privacy concerns to drive customer loyalty."