REPORT: The State of Personalization 2021

Customer expectations are outpacing experiences:

While 85% of businesses studied by Twilio Segment believe they are offering personalized experiences, only 60% of consumers seem to think that’s the case.

Customer loyalty is on the line: If brands fail to offer a personalized experience, 45% of consumers say they’re likely to take their business elsewhere.

Personalization and privacy aren’t mutually exclusive: 69% of consumers say they appreciate personalization, so long as it’s based on data they’ve shared with a business directly.

Get the Report HERE.

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