9 Steps on the Path to Personalization
15 juillet 2022 • Tracey Barber, VP, Marketing corporatif
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From Personalization to Personal: The Evolution of Customer Experience
31 mars 2025 • 4 Minute Read • Tod Szewczyk, VP, Services marketing
If you're tired of brands claiming they get you while blasting irrelevant ads and robotic emails, you're not alone. Personalized experiences should feel seamless, but too often they miss the mark.
In 2016, I presented to a top CPG client about the gap between consumers' desire for personal brand experiences and companies' ability to deliver them meaningfully. The message was that personalized communication had the power to drive sales and influence decisions, yet most brands couldn't consistently deliver it across channels.
Fast forward to today, and despite advances in AI automation and customer data, the same mistakes keep happening that seem fundamental:
- An airline sending a boarding notification after takeoff
- A clothing company relentlessly ad stalking from your single click
- The never-ending cringe-worthy "Dear First Name" emails
For all the talk, and as simple as it sounds, providing genuinely personal experiences is still a major challenge. Too many companies fall into the same personalization traps, leaving customers feeling disconnected.
So why does this keep happening? And more importantly, how can brands finally get it right?
In this blog, we’ll break down the four biggest barriers holding organizations back and what leading companies do differently to create truly personal, impactful experiences.
The Business Case for Personalization Keeps Getting Stronger
McKinsey’s 2021 research showed that 71% of consumers expect personalized experiences, and 76% get frustrated when brands miss the mark. Companies that nail personalization pull in 40% more revenue than their slower-growing counterparts.
But here’s the curveball, Forrester’s October 2024 Consumer Pulse Survey found that 33% of consumers don’t want personalization at all.
The takeaway? Brands need to get smarter. Provide a clear opt-in, cut the gimmicks, and focus on what matters—relevance and real value.
Relevant Experiences + Customer Needs = Brand Success
Relevance and value are the twin pillars of "heat moments"—critical flashpoints where brands either win or lose customer engagement. Relevancy proves that a brand understands the audience, while value shows up in ways that matter—cost savings, product availability, aesthetic appeal, or frictionless interactions. These heat moments in the customer journey represent crucial touchpoints. Nail these in your experience and you'll advance customer goals and brand outcomes.
Yet, despite having the tech to make it happen, most organizations struggle to execute effective personalization strategies. Twilio's 2022 State of Personalization report revealed that only 35% of companies pull off omnichannel personalization, while half miss major opportunities to connect with customers meaningfully.
This isn't just about having the right tools—it’s about knowing how to use them effectively.
So what's standing in the way? We've identified four barriers we often see with mid-market clients:
- Disconnected customer data spread across too many systems, making it impossible to get a complete view.
- Lack of a clear strategy and roadmap, leaving teams without direction.
- Limited resources and expertise, preventing execution at scale.
- Underutilized platforms like Optimizely and Sitecore, where potential goes untapped.
Until brands break through these roadblocks, personalization will remain more of a buzzword than a reality.
How Leading Brands Break Through with Personalization
The companies that truly excel in personalization don’t just implement technology—they build experiences that feel personal, relevant, and seamless. They connect strategy with execution, aligning personalization efforts with business goals to drive meaningful impact.
Here’s how they do it:
1. They Start with Strategy, Not Just Tactics
Personalization isn’t about adding first names to emails. It’s about delivering personal experiences at key moments. Successful brands align their personalization initiatives with business objectives from the start. They bring together stakeholders to define audience segments, map out key interactions, and assess their technical landscape. This sets the foundation for a clear, actionable roadmap on what to achieve while providing visibility into broader opportunities.
2. They Turn Vision into Actionable Plans
Instead of jumping straight into execution, leaders prioritize their personalization efforts based on impact and feasibility. They define measurable goals and Key Performance Indicators (KPIs), align content with key engagement moments, and ensure proper tracking and governance. The result? A scalable strategy that ensures every interaction delivers value.
3. They Build the Right Foundations
Execution matters. The most effective companies invest in building strong audience profiles, real-time event tracking, and dynamic content frameworks. Think: events, identifiers, and triggers. They configure their platforms for seamless targeting and use data-driven insights to personalize at scale—without sacrificing efficiency.
4. They Launch with Agility and Measure in Real-Time
Winning organizations don’t wait for perfection; they launch, monitor, and adapt. They track customer interactions from day one, analyzing behavioral data to fine-tune their approach. They understand that personalization isn’t a “set it and forget it” initiative. It’s an evolving strategy.
5. They Continuously Optimize and Iterate
The best brands treat personalization as an ongoing process. They test hypotheses, run A/B experiments, and refine experiences based on real-world engagement. This commitment to iteration ensures their personalization efforts stay relevant, effective, and ahead of the competition.
These key areas are proven best practices and are exactly what we provide to our clients at Verndale.
Turning Strategy into Real Results
The companies that get personalization right don’t just see incremental gains—they unlock transformational impact. A sampling of our clients who've seen success:
- A financial services provider for automotive achieved a 72% increase in initial contract payments by enhancing self-service experiences.
- A higher education institution saw a 58% improvement in average visitor session time by delivering more relevant, informative content.
- A client in risk management and insurance consolidated a fragmented multi-brand web presence into a cohesive platform, driving a 24% increase in page views.
Recent advancements from platforms like Optimizely and Sitecore have made personalization more accessible even for resource-constrained teams. But technology alone isn’t the answer. The companies that succeed start with strategy. They understand audience preferences, empower customers to control their experiences, and focus on delivering real value at every interaction.
For mid-market organizations, achieving truly personal experiences may seem complex, but it’s no longer out of reach. The key is to move beyond basic personalization toward experiences that are intuitive, relevant, and measurable. By aligning strategy with execution, brands can create the meaningful, high-impact interactions today’s consumers expect while driving measurable business growth.
The path from personalization to truly personal experiences may feel daunting, but companies that take a structured, strategic approach can make it achievable, scalable, and effective. Those that do will break through the noise—turning personalization from an industry buzzword into a true competitive advantage.
The real question is, which brands will seize this opportunity—and which will be left behind?
Ready to take the next step? Let’s talk about your biggest personalization challenges and how to turn them into opportunities. Contact us today.