Personalisation is becoming increasingly important for global organisations across industries, and for good reason: according to a Mastercard-sponsored survey of more than 600 executives by Harvard Business Review Analytic Services, 9 in 10 respondents say customers expect organisations to know their interests and anticipate their needs. Correspondingly, 8 in 10 survey respondents say personalisation is important to their organisation’s strategy—and more than half indicate their personalisation tactics are already an important driver of revenue and profits.
This report explores best practices for personalisation strategy and execution to help organisations pinpoint where to best allocate their resources, and where they may be leaving money on the table.
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