What’s Next in Personalisation?

The brands that know their customers before they even open communication will define the next frontier of CX – are you one of them?

Indeed, every click, every call, every website visit is a signal – and those who decode them to anticipate needs, deliver relevance, and earn loyalty before a word is spoken are setting the standard for tomorrow.

Our analyst report, What’s Next in Personalisation?, takes you inside the strategies powering this new era. Drawing on insights from over 100 senior CX leaders across Europe, it reveals:

• Where personalisation sits on growth agendas – and where it’s driving the biggest impact
• The barriers holding most brands back from scaling personalised experiences
• The capabilities required to turn customer insight into enterprise-wide advantage

Few brands have mastered this journey to date: only 3% describe their capabilities as fully optimised. The path is challenging – but the rewards promise to be disproportionate. This report offers a lay of the land.