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Businesses today understand the
value of personalization…
69%
of business leaders plan to
increase their investment
in personalization despite
economic headwinds
Source: State of Personalization, 4th Edition by Twilio Segment (2023)
What tangible benefits do businesses
see from personalization?
62%
of business leaders cite
improved customer
retention from
personalization
Source: State of Personalization, 4th
Edition by Twilio Segment (2023)
>50%
of business leaders
consider personalization
important to win new
customers
Yet, 39% of businesses face
challenges in using personalization
technologies effectively…
50%
of businesses cite data
accuracy as a
challenge to getting
personalization right.
Source: State of Personalization, 4th Edition by Twilio Segment (2023)
In the light of recent privacy laws and
the eventual deprecation of third-party
cookies…
78%
of businesses consider
first-party data as the
most valuable data
source for
personalization.
Source: State of Personalization, 4th
Edition by Twilio Segment (2023)
And while only 51% of customers say
they trust companies to use their data
safely…
Source: State of Personalization, 4th Edition by Twilio Segment (2023)
…they value personalized
experiences as well…
80%
of businesses observe that
consumers spend more
when their experience is
personalization
Source: State of Personalization, 4th Edition by Twilio Segment (2023)
56%
customers say they will
become repeat buyers if
experiences are
personalized
technology
advances
they provide more
data
they spend
more
And the expectation from customers of better personalized
experiences further increases when…
73% 74% 64%
Source: State of the Connected Customer, 6th
Edition by Salesforce (2023)

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The ROI of Personalization.pdf

  • 1.
  • 2. Businesses today understand the value of personalization…
  • 3. 69% of business leaders plan to increase their investment in personalization despite economic headwinds Source: State of Personalization, 4th Edition by Twilio Segment (2023)
  • 4. What tangible benefits do businesses see from personalization?
  • 5. 62% of business leaders cite improved customer retention from personalization Source: State of Personalization, 4th Edition by Twilio Segment (2023) >50% of business leaders consider personalization important to win new customers
  • 6. Yet, 39% of businesses face challenges in using personalization technologies effectively…
  • 7. 50% of businesses cite data accuracy as a challenge to getting personalization right. Source: State of Personalization, 4th Edition by Twilio Segment (2023)
  • 8. In the light of recent privacy laws and the eventual deprecation of third-party cookies…
  • 9. 78% of businesses consider first-party data as the most valuable data source for personalization. Source: State of Personalization, 4th Edition by Twilio Segment (2023)
  • 10. And while only 51% of customers say they trust companies to use their data safely… Source: State of Personalization, 4th Edition by Twilio Segment (2023)
  • 12. 80% of businesses observe that consumers spend more when their experience is personalization Source: State of Personalization, 4th Edition by Twilio Segment (2023) 56% customers say they will become repeat buyers if experiences are personalized
  • 13. technology advances they provide more data they spend more And the expectation from customers of better personalized experiences further increases when… 73% 74% 64% Source: State of the Connected Customer, 6th Edition by Salesforce (2023)