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Companies aren’t investing in personalization as per user expectations: study

Consumer desires and industry initiatives are often mismatched across retail, banking, media and travel sectors, finds a Mindtree commissioned global survey

Bangalore - Warren: When it comes to investment in personalization, companies fail to match their customer expectations, revealed a Mindtree commissioned latest global cross-industry "Winning in the Age of Personalization" study.

Only 28 percent of the decision makers from companies surveyed globally said their organizations are investing significantly in personalization to improve the online purchasing experience, despite of that fact it improved their online sales over the past 12 months for the majority (58 percent).

"Personalization is the key driver that will help "phy-gital" consumers reach their ideal mix of online and offline shopping," the study pointed out.