Marketers Struggle for Personalization Success: RedPoint Global Survey
This Harris Poll study for Redpoint Global offers a sobering view of customer experience reality. They found that marketers are twice as likely as consumers to think brands deliver an excellent experience (51% vs 26%), while under half of the marketers who use advanced technologies including personalization, AI-driven recommendations, or multi-variate testing think they are having great success with them. Fun fact: the average number of customer engagement systems is now 16, nearly double the figure in 2019.