BrandEquity Power of Personalization 2023 | ET Brand Equity | 27 September 2023 | Le Méridien Gurgaon, Delhi NCR, Sector 26 M.G. Road, Gurgaon Delhi, Border, Gurugram, Haryana 122002, India

When businesses personalize customer engagement they consistently see a higher yield or return on investment. However, customers are evolving rapidly and strategies must keep pace with the changing customer behaviours. Businesses need to be able to respond to shifts in customer expectations in real-time which can only happen when customer-facing touchpoints are deeply attuned to backend processes. An industry study discovered that a company’s performance throughout the customer journey is 35% more predictive of customer satisfaction and 32% more predictive of customer churn as compared to performance on individual touchpoints., strategies and techniques In many industries, practicing personalization has become hygiene as retaining existing customers can drive profitability up by 25% to 95%. Brands are constantly investing into new Martech tools to advance their digital transformation, analyze data and drive personalization to enhance the overall CX.