Medallia’s 2023 report on personalization reveals that while 92% of businesses adopt AI-driven personalization, only 26% of consumers rate their last brand interaction as highly personalized. Though 78% of consumers are aware of personalization, many feel brands fall short. Consumers value being recognized, rewarded for loyalty, and not having to repeat information, especially during service interactions. Personalization significantly influences consumer behavior—61% are willing to spend more and 82% say it affects brand choice. However, over half report brands ask for data but fail to use it, signaling a gap between promise and delivery.

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