Personalization Pre-Study

Despite years of digital investment, many companies across retail, wholesale, and manufacturing still deliver generic customer experiences that fail to reflect individual preferences or behaviors. Research from Epsilon found that 80% of consumers are more likely to purchase from brands that offer personalized experiences, yet most digital channels remain static and disconnected.¹ Meanwhile, McKinsey reports that 71% of consumers expect personalization—and 76% get frustrated when it’s missing.² This growing expectation–capability gap puts customer satisfaction, loyalty, and revenue growth at risk.

Compounding the challenge is low personalization maturity within organizations. A 2023 Forrester report reveals that while most companies prioritize personalization in early-stage marketing, very few succeed in delivering relevant post-purchase experiences, where customer loyalty is truly built.³ Without a clear strategy and cross-functional alignment, personalization efforts often remain isolated in marketing teams—missing the broader opportunity to drive impact across the business.

Sources

1. Epsilon. *New Epsilon Research Indicates 80% of Consumers Are More Likely to Make a Purchase When Brands Offer Personalized Experiences*. January 2018. https://www.epsilon.com/us/about-us/pressroom/new-epsilon-research-indicates-80-of-consumers-are-more-likely-to-make-a-purchase-when-brands-offer-personalized-experiences

2. McKinsey & Company. *The Value of Getting Personalization Right—or Wrong—Is Multiplying*. November 2021. https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/the-value-of-getting-personalization-right-or-wrong-is-multiplying

3. Forrester. *The State of Consumer Personalization, 2023*. https://www.forrester.com/report/the-state-of-consumer-personalization-2023/RES180120

4. Boston Consulting Group. *What Consumers Want from Personalization*. December 2024. https://www.bcg.com/publications/2024/what-consumers-want-from-personalization

5. PwC. *Customer Loyalty Executive Survey 2023: Personalization*. https://www.pwc.com/us/en/services/consulting/business-transformation/library/building-customer-loyalty-guide/personalization.html

Blue toned image of a woman participating into personalization pre-study event

Closing the Personalization Expectation Gap

Despite years of digital investment, many companies across retail, wholesale, and manufacturing still deliver generic customer experiences that fail to reflect individual preferences or behaviors.

Research from Epsilon found that 80% of customers are more likely to purchase from brands that offer personalized experiences, yet most digital channels remain static and disconnected.¹ Meanwhile, McKinsey reports that 71% of consumers expect personalization, and 76% get frustrated when it’s missing.² This growing expectation–capability gap puts customer satisfaction, loyalty, and revenue growth at risk.

Compounding the challenge is low personalization maturity within organizations. A 2023 Forrester report reveals that while most companies prioritize personalization in early-stage marketing, very few succeed in delivering relevant post-purchase experiences where customer loyalty is truly built.³ Without a clear strategy and cross-functional alignment, personalization efforts often remain isolated in marketing teams—missing the broader opportunity to drive impact across the business.

Why Start with a Pre-Study?

Jumping straight into personalization without a clear plan can lead to costly missteps, siloed tools, and missed opportunities. A Personalization Pre-Study helps organizations align strategy, technology, and customer expectations before investing in development.

Backed by research and practical results, pre-studies have been shown to:

🔍 Identify risks early

📊 Enable smarter, data-driven decisions

💰 Optimize resource allocation

📅 Improve planning accuracy

🤝 Boost stakeholder confidence

Who Is This For?

Companies starting their personalization journey and seeking guidance
Organizations with fragmented tools or unclear ownership of customer data
Enterprises looking to align personalization across functions, regions, or brands
Businesses in need of a clear roadmap, a business case, and prioritization before moving forward

Make your customer experience more relevant and effective

This overview gives a clear look at our Personalization Pre-Study service. It explains how we help you assess where your organization stands and how to move forward with more targeted communication, smoother operations, and smarter use of data.

Download the PDF to see how the process works and what kind of results you can expect.

Why Start with a Pre-Study?

Backed by research and practical results, pre-studies have been shown to:

🔍 Identify risks early

📊 Enable smarter, data-driven decisions

💰 Optimize resource allocation

📅 Improve planning accuracy

🤝 Boost stakeholder confidence

Tailored Service Options According to Personalization Maturity

We offer two pre-study paths, both built on the same proven methodology, designed to meet the current personalization maturity and future ambition:

Woman reviewing personalization workshop results with her laptop, spark flying in the background

Personalization Spark

For businesses in the early stages of personalization

Maturity analysis and current state assessment
Mapping 2–3 customer journeys and use case assumptions
One pilot concept
Roadmap and resourcing recommendations
Technology and training guidance

Price: €15,000 (VAT excl.)

Talk to Sales →

Woman reviewing personalization workshop results with her laptop, calm horizon in the background

Personalization Horizon

For enterprises ready to scale personalization strategy

Maturity analysis and sector-specific benchmarks
Mapping 4–6 journeys and their flows
Strategic KPIs, business case, and visual communications assets
Technical blueprints for improving data, integrations, AI, and automation capabilities
Roadmap for personalizing customer journeys and flow points
Prioritization plan and team enablement roadmap