Consumers Favor Simplicity Over Personalization: West Monroe Report
There’s an entire genre of survey reports that compare how businesses and consumers see the same things. This one from West Monroe finds a typical disconnect, concluding that consumers care more about simplicity and less about personalization, recommendations, and new products than companies think they do. Privacy and security are the most common new digital investment (41%), edging out customer experience enhancement and customer data, both at 37%.