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This detailed benchmarking report explores how retail leaders are navigating the opportunities and challenges of personalisation, from harnessing data and AI to overcoming integration hurdles.
Personalisation is no longer a ‘nice to have’—it’s an expectation. Today’s consumers demand tailored experiences, and brands that fail to deliver risk falling behind. Based on insights from 49 marketing and CX leaders, alongside expert interviews, we uncover where the industry stands today, the most common barriers to success, and the steps businesses are taking to move beyond basic personalisation.
The Retail Hive has produced this report using both qualitative and quantitative methods, and:
Explores actionable strategies for next-generation personalisation in the post-purchase experience, highlighting how tailored communication, transparent delivery messaging, and personalised return processes can elevate customer satisfaction- Distils first hand insights on how best to leverage data to create a seamless, branded experience and improve customer loyalty
- Provides real-world examples from retail leaders, offering practical takeaways for successful implementation
Explores actionable strategies for next-generation personalisation in the post-purchase experience, highlighting how tailored communication, transparent delivery messaging, and personalised return processes can elevate customer satisfactionPeople have such different preferences. Some love tailored experiences, but others really don’t want to share their data.
The trick is finding that middle ground—helping them see the benefits, like keeping their
basket saved if they’re on a long journey, while building trust.”
