Executive Summary
Personalisation can help retail companies navigate recent turbulence with renewed strength and competitive differentiation. An emerging group of Experience Leaders pave the way with “personalisation at scale”, a strategy to consistently deliver value to customers and benefits to the business by leveraging real-time data to create connected, contextually relevant experiences for every customer across all interactions and channels. Retailers must adopt personalisation at scale to keep pace with customer expectations and take full advantage of personalisation’s big pay-off of higher conversion, deeper engagement, greater customer lifetime value and fiercer customer loyalty.
