Personalization Maturity Grew Sharply in 2021: Dynamic Yield Survey

Happy New Year, Dear Reader.  The News Gods are still out but we always have surveys.  This one from Dynamic Yield assesses personalization maturity across eight dimensions and three geographic regions.  Technology lags culture and leadership but there’s progress: 31% say they can now personalize most digital interactions, up from just 10% the year before.

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Omni-Channel Retail Tech Improved Last Year; In-Store Experience Maybe Not: Newstore Report

January 3, 2022

Drilling into retail, Newstore’s secret shopper research into 250 top brands found capabilities have increased dramatically in the past year: for example, 53% now offer buy online pick-up in-store (BORIS) options, up from 25% two years ago.  In-store experience may have suffered as investments shift elsewhere: just 48% give mobile devices to in-store staff, down from 68% two years ago.

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Two-Thirds of Companies Plan More Customer Data Use: Treasure Data Report

January 28, 2022

Is there anything more fascinating than other companies’ customer data strategies, Dear Reader?  I thought not.  Here’s a Treasure Data study on that very topic.  Random factoids: data silos are a more common problem (34%) than data quality (24%); data and IT departments are responsible for customer data strategy at 49% of companies, while marketing is responsible at 11%.; 63% of companies plan to expand use of customer data.

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