Announcing Twilio Segment's The State of Personalization 2021 Report

The State of Personalization 2021 Report` by Twilio Segment reveals that businesses are struggling to deliver personalized experiences to consumers, despite 85% believing they offer such experiences. The gap between consumer expectations and reality is significant, with only 60% of consumers feeling their experiences are personalized. However, those who get personalization right will enjoy benefits such as increased customer loyalty and revenue. The report highlights the importance of omnichannel technology to deliver consistent experiences across channels, with less than 1 in 4 businesses having the required technology. Additionally, there is a growing debate about data integrity, with first-party data becoming a preferred alternative to third-party cookies. Ultimately, businesses must adapt to new expectations and realities or risk losing customers to competitors.