Improving Personalisation By Injecting Data into Strategy

The report will address how brands make the best use of data intelligence to enhance personalised strategies for greater ROI and customer satisfaction.

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* 1. How big is your customer base?

50,001 - 100,000 members

100,001 – 500,000 members

500,001 – 1,000,000 members

1,000,001+ members

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* 2. How do you currently use data for personalisation?

To personalise cross channel customer messaging

To tailor experiences during checkout

To suggest better recommendations

To help with real-time decision-making during service

To train AI-based chatbots for better individual experience

To customise customer journeys based on action-reaction approach

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* 3. Which technology tools does your brand currently use?

CDP

Marketing automation

Conversational AI

Social media monitoring

Analytics and business intelligence

Content management systems

Personalisation engines

Project management tools

Collaboration tools

Customer feedback and survey tools

Augmented analytics platforms

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* 4. What are the barriers when trying to use data to incorporate meaningful personalisation?

Difficult to gather behavioural insights from multiple sources

Not able to leverage data in real-time

Siloed customer data across departments

Poor quality data causing inefficient results

Concerned about privacy guidelines

No ease of data access and inter-department convenience

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* 5. What type of customer data do you collect?

Customer behaviour data

Demographic data

Social media activity

User generated content

Service interaction data

Zero party data

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* 6. What challenges has your brand encountered while implementing data-driven personalisation strategies?

Integration complexities with existing systems

Finding talent that can operate various tools and systems

Measuring ROI of personalisation efforts

Unable to deliver results at scale

Data privacy and security concerns

Ensuring ethical use of customer data

Overcoming algorithm biases

Over-personalisation leading to customer withdrawal

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* 7. When looking for partnerships to improve your data strategy for personalisation, what is your primary objective?

To have shared assets and tools and produce personalised customer insights

To give the brand the best chance of leveraging insights that lead to unbiased personalisation

To create an iron-clad data security guideline to gain customer trust

To increase ROI and customer lifetime value from increased personalisation

To enhance chatbot capabilities and activate self-service personalisation

To build long-term customer satisfaction and loyalty

To have a unified data platform and access to 360 view of customer

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* 8. What is your top personalisation-based priority?

Create personalised recommendation engines

As an essential component of self serve support

Personalised follow up communications

Tracking and measuring personalised efforts

Targeted marketing and ad campaigns

To reduce CAC (customer acquisition costs)

To improve customer retention rate

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* 9. How would you rate your personalisation strategy?

Not mature

Somewhat mature

Very mature

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* 10. How is data and personalisation helping your organisation in retaining customers?

Improved real-time customer targeting by understanding behaviour and preferences

Better customer experience by understanding the needs and wants of customers

Successful retargeting campaigns after analysing customer behaviour and purchase history

Increased customer satisfaction and LTV

Dynamic engagement and UGC on social platforms

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* 11. Which emerging technology innovations do you think can help scale personalisation efforts?

AR and metaverse

Experience stores

Cloud Data ecosystems

Data-centric ML

Adaptive AI systems

Predictive AI models

Generative AI

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* 12. What are the limitations of your current personalisation strategies?

Real-time nudges on changes in customer behaviour

Product/Service experience insights

Psychographics

Real-time engagement data analytics

Predictive personalisation

Personality analytics

Behavioural recommendations

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* 13. What would you find most valuable from your technology partners?

In-depth training and onboarding for the teams

Strategic input

Quicker ROI

Composable formats

Measurable goal setting metrics