2023 Omnichannel Personalization Index: Retail CX Guide
What does it take to create a world-class personalization experience? Experts assessed the shopping journeys of 100 retailers across 10 different industries to find out how they’re exceeding their KPIs.
Discover the specific capabilities used by leading retailers to:
-
Make 79% of shoppers more inclined to engage with product offers
-
Increase AOV for 36% of shoppers
-
Enhance shopper satisfaction and maximize their lifetime value.
Personalization experiences and capabilities were assessed across three areas:
-
Research and discovery: Availability of personalised and targeted information at the crucial decision points
-
Purchase: Cross-sell, Upsell, Coupons, Payment means, fulfillment methods, fees and terms
-
360- degree service: Personalised issue resolution, returns and customer assistance
