Summary
Consumers are lukewarm about organizations’ personalization efforts, and they aren’t sold on personalized interactions. Despite this, organizations continue to double down on personalization strategies that prioritize business objectives over consumer or customer needs, especially for marketing use cases. But consumers just want personalized moments that are relevant and valuable to them. Read this report to understand why consumers seek relevant moments that allow them to realize four dimensions of customer value: economic, functional, experiential, and symbolic.
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