20 Essential Personalization Stats for 2020

Whether you’re an agency or an exec, personalization is still the word on everyone’s lips.

Gareth A. Davies
Feb 5 · 3 min read
Photo by Clark Tibbs on Unsplash

Delivering a better and more engaging customer experience is a key priority for brands today. Engaging your customer and making them feel special in the first few seconds is vital for:

  • Building brand loyalty
  • Boosting sales
  • Improving market share

So whether you’re an agency selling personalization to a client, or an executive justifying personalization technology to management, here are 20 essential statistics to help you succeed in 2020!

Did you know that:

  1. 94% of marketers and 90% of agencies agree that “personalization of the web experience is critical to current and future success.” (Monetate)
  2. 65% of customers say that personalization influences their brand loyalty. (The Drum)
  3. 90% of consumers aged 18–64 said they find personalization appealing, according to Epsilon. (Epsilon)
  4. Personalized calls to action convert 202% better than non-personalized ones. (Hubspot)
  5. 59% of consumers who experienced personalization say that it significantly influenced what they purchased. (Infosys)
  6. 37% of executives said that personalized product or content recommendations have led to increased sales and customer lifetime value. (Forbes)
  7. 52% of consumers would switch away from brands that don’t personalize communications. (The Drum)
  8. 74% of customers feel frustrated when website content is not personalized. (Loyalty360)
  9. 16% better commercial outcomes can be expected as a result of using personalized messaging to help customers. (Gartner)
  10. More than 33% of executives using personalization have seen increases in their transaction frequency as a result of it. (Forbes)
  11. 22% of consumers are happy to share some data in return for a more personalized customer service or product. (Deloitte)
  12. 93% of companies experience an increase in conversion rates from personalization. (EConsultancy)
  13. 12% of online shoppers chose their favorite retailer because of personalized offers, showing that personalization can help to improve market share. (PwC)
  14. Increases of around 35% in CTR are relatively common when personalized recommendations are field-tested against simple popularity-based techniques. (International Journal of Human-Computer Studies)
  15. Almost 70% of consumers want companies to personalize their communications. (Accenture)
  16. 40% of executives surveyed by Forbes said that their customer personalization efforts have maximized sales, basket size, and profits in direct-to-consumer channels. (Forbes)
  17. Personalized marketing boosts customer loyalty 47% and customer satisfaction 36%. (Qualifio)
  18. 89% of digital businesses are investing in personalization, including Coca-Cola, Fabletics, Netflix, Sephora, USAA, and Wells Fargo. (Forrester)
  19. 80% of consumers are more inclined to do business with a company if it offers a personalized experience. (AdAge)
  20. 15% increase in profits could be achieved in 2020 by businesses using personalization tech that recognizes behavioral intent. (The Drum)


74% of executives say that less than 10% of their marketing budget is dedicated to personalization!

Let’s fix that in 2020!

Vintom — we make video personal

The home of best-in-class personalized video technology for…

Gareth A. Davies

Written by

Technology Evangelist @ Vintom | On a mission to improve how we communicate with each other 💬

Vintom — we make video personal

The home of best-in-class personalized video technology for brands and agencies

More From Medium

More from Gareth A. Davies

Also tagged Personalization

Top on Medium

Welcome to a place where words matter. On Medium, smart voices and original ideas take center stage - with no ads in sight. Watch
Follow all the topics you care about, and we’ll deliver the best stories for you to your homepage and inbox. Explore
Get unlimited access to the best stories on Medium — and support writers while you’re at it. Just $5/month. Upgrade