Personlization Isn’t as Good as Companies Think: Twilio Segment Report
Digital engagement programs earn high rewards, even though companies overestimate the quality of their personalization, according to this data-rich Twilio Segment report. Revenue increased an average of 70% among firms that invested in digital customer engagement in the past two years. But while 27% of companies believe they deliver excellent personalized experiences, only 7% of consumers agree. Also, companies underestimate consumers’ interest in privacy and transparency. Lots more here.