The 2023 Omnichannel Personalization Index reveals that while 90% of shopping journeys now start online, retailers still struggle to deliver consistent and meaningful personalization, with 65% of shoppers dissatisfied with recommendations and 45% frustrated by inconsistent offers across channels. Only 42% of retailers personalize more than half the shopper journey, though sporting goods lead in maturity compared to luxury. Shoppers value curated recommendations, personalized coupons, and seamless checkout experiences, yet few retailers offer them. Leaders like Bass Pro, 1-800 Flowers, and Ugg showcase advanced personalization through tailored search, cross-selling, and post-purchase support, proving it can drive conversions, loyalty, and lifetime value.

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