It’s no secret that consumers want more personalised experiences. But putting this into practise for businesses is often easier said than done – especially across multiple channels and at scale.
A recent international study commissioned by TRACK identified the challenges of personalisation. Here Rob Limb, TRACK CEO, explains its findings and explores whether the answers lie with MarTech.
The study, conducted by Forrester Consulting, surveyed 459 executives from 11 countries in industries such as finance, FMCG, retail, IT, healthcare, travel and telecommunications.
Consisting of interviews with the person in charge of personalisation at each participating business, the survey took a deep dive into how these organisations are faring with personalisation, who is succeeding and the challenges.
The study found that while companies that are experienced in personalisation double their chances…
