SlideShare a Scribd company logo
Adobe Personalization Survey
Survey of Marketers and Consumers
2020
©2020 Adobe. All Rights Reserved. Adobe Confidential.
Executive Overview
• In January and February 2020, Adobe conducted research on over 400 digital marketers and over
1,000 adult consumers on topics related to digital experience personalization
• Marketers were asked questions relating to the priority of personalization, budget allocation, use
cases, and benefits seen including return on investment
• Consumers were asked questions relating to their perception and awareness of personalization,
their perceptions of being personalized to, and their relationships with brands across a variety of
devices
Digital Marketer Survey
Extent of Personalization
©2020 Adobe. All Rights Reserved. Adobe Confidential.
Digital Maturity: Mostly, We’re Doing OK
5
Most organizations give themselves ‘passing grades’: digitally mature with room to improve, and holding steady
within their industry
28%
Emergent
39%
Focused
27%
Advanced
6%
Nonexistent
Digital maturity
× limited or no data,
× data and content in
silos,
× no automation,
× low technical
capacity
o basic data
available,
o some content
integration,
o some automation,
o growing technical
capacity
↑ data, content and
processes
somewhat
integrated,
↑ automation
common,
↑ solid and expanding
technical skills
 data and content
mostly integrated,
 best practices
generally followed,
 automation
common,
 strong technical
skills
A1 – How would you rate your organization's digital maturity? By digital maturity, we mean the degree to which the company has invested in structure, people, processes, and tools to understand the market, adapt to new conditions, and
innovate. Base: All respondents (404).
A2 – Which of these statements best describes your organization? Base: All respondents (404).
Comparative performance
4% 62% 34%
losing ground
to other organizations
holding steady
compared to other
organizations
outperforming
other organizations
in the industry
©2020 Adobe. All Rights Reserved. Adobe Confidential.
DifferentiationThrough Personalization
6
Only 6 in 10 organizations feel they have extensive personalization.
83% of organizations believe that personalization is differentiating. Among those organizations with extensive
personalization, 94% believe that their personalization distinguishes them from their competitors.
US/UK (February 2020)
B2 – How extensive is your organization's personalization of digital content? Base: All respondents (404)
B10 – How much would you say that your organization's personalization of digital content has differentiated your organization from your competitors? Base: Excludes Not sure (379)
Differentiation from Personalization
17%
42%
41%
Has not differentiated us at all
Has somewhat differentiated us
Has definitely differentiated us
Extent of Personalization
6% 7% 26% 33% 27%
1 - Not at all extensive 2 3 4 5 - Very extensive
13% NET Not
Extensive
60% NET Extensive
©2020 Adobe. All Rights Reserved. Adobe Confidential.
Channels for Personalization
7
Websites are the most likely to be personalized, even for organizations that do not have extensive
personalization.
Organizations without extensive personalization lag most mobile apps.
US/UK (February 2020)
B4a – What channels are you personalizing in today? Base: All respondents (404)
C2 - Which channels are the focus of your personalization efforts? Base: All respondents (404)
Channels Currently Personalized
86%
77%
66%
62%
62%
30%
0%
61%
33%
57%
15%
20%
13%
11%
Website
Digital media (digital, social, search ads)
Email
Mobile app
Mobile version of website
SMS
Other
Net Extensive Personalization
Net Not Extensive Personalization
Focus of Personalization Efforts
28%
21%
51%
Organic/owned channels
Paid channels
Both equally
Personalization Investment & ROI
©2020 Adobe. All Rights Reserved. Adobe Confidential.
18%
10%
16%
12% 11%
13%
9% 7%
3% 1%
< 10% 10-19%20-29%30-39%40-49%50-59%60-69%70-79%80-89% 90-
100%
Digital Marketing Budget is Moving to Personalization
9
A third of organizations are already spending more than half their budget on personalization of digital content
and most organizations are increasing that share.
95% of organizations are maintaining or increasing personalization budget over the next 5 years.
US/UK (February 2020)
B5 – How much of your digital marketing budget is allocated to personalization? Base: All respondents (404)
B6 – As a proportion of you total digital market budget, is your investment in personalization or budget allocation increasing or decreasing over the next 5 years? Base: All respondents (404)
Personalization’s Share of Digital Marketing Budget
67% Less than half 33% More than half
4% 29% 50% 17%
Decreasing substantially Decreasing somewhat Not changing
Increasing somewhat Increasing substantially
5% NET Decreasing 66% NET Increasing
Share of Budget for Personalization in Digital Marketing
Over the Next 5 Years
Budget devoted to personalization is lowest in SMBs (21% more than
half), and highest in enterprises (45% more than half)
83% of those already spending more than half of their budget on
personalization say it is increasing (34% substantially), compared to
58% of those spending less (only 8% will increase substantially)
©2020 Adobe. All Rights Reserved. Adobe Confidential.
Personalization Delivers
10
Personalization provides diverse outcome improvements – measures such as loyalty, revenue, retention and
efficiency of marketing spend are all reported to be improved with personalization.
Organizations with extensive personalization see significantly greater improvements from personalization.
US/UK (February 2020) )
B8 – What ROI or outcome improvements have you seen from personalization? Base: All respondents (404)
B9a – For every dollar that you spend on personalization, how many dollars do you get back in ROI? Base: All respondents (404)
ROI or Outcome Improvements
53%
49%
43%
38%
27%
25%
24%
1%
10%
Loyalty
Revenue
Retention
Efficiency of Marketing Spend
Cost-of-Acquisition
Conversion Rates
Margin
Other
No improvements have been observed
Return Per Dollar Spent
11%
21%
26%
21%
8%
5%
9%
Less than 1
1-2
3-5
6-10
11-15
16-20
20 or more
PersonalizationTeam &Tools
©2020 Adobe. All Rights Reserved. Adobe Confidential.
DedicatedTeams for Personalization
12
Half of organizations have dedicated teams for personalization and for managing channels or touchpoints.
Most firms with personalization teams also have a separate team for managing channels or touchpoints (and
vice versa).
Organizations with more than 100 employees are almost twice as likely as organizations with fewer employees
to have dedicated personalization (64% vs. 34%) and channels (66% vs. 29%) teams. But mid-sized firms are
not less likely to have dedicated teams than firms with 1000+ employees.
US/UK (February 2020)
C1 – Do you have a dedicated personalization team? Base: Excludes Not sure (380)
C1a – Do you have separate team managing channels (or touchpoints)? Base: Excludes Not sure (380)
Dedicated Personalization Team
54%
46%
Yes No
Separate Team for Managing Channels or Touchpoints
52%
48%
Yes No
©2020 Adobe. All Rights Reserved. Adobe Confidential.
Channel Priorities
13
Organizations give equal priority to acquisition, engagement, and retention.
Firms with a low extent of personalization are more likely to prioritize retention.
US/UK (February 2020)
C3 – If you were to allocate 100 points across each of these goals, what are your organizational priorities? Base: All respondents (404)
Mean Share of Personalization Focus Allocated
32%
33%
35%
Acquisition Engagement Retention
©2020 Adobe. All Rights Reserved. Adobe Confidential.
Cases for Personalization & Direction of Interactions
14
Organizations use personalization for a variety of purposes, foremost recommendations and predictive
customer service.
Inbound and outbound interactions are given equal priority.
US/UK (February 2020)
C4 – What cases are you trying to solve with personalization? Base: All respondents (404)
C5 – And how do you prioritize between inbound and outbound interaction? Base: All respondents (404)
Cases for Personalization
46%
46%
36%
34%
30%
29%
25%
25%
25%
25%
2%
Recommend or suggest products to purchase
Predictive customer service
Email body personalization
Email Subject-line personalization or…
Next-Best Action
Personalized call-center engagement
User-Journey orchestration or personalization
Recommend or suggest content or articles
Recommend or suggest media (video or audio)
Next-Best Offer
Other
Priority of Interactions
21%
70%
9%
More on outbound
Both equally
More on inbound
©2020 Adobe. All Rights Reserved. Adobe Confidential.
WorkingToward a Single Profile
15
Only 1 in 4 organizations have all customer data in a single profile, but 60% anticipate being ready in the next
18 months.
US/UK (February 2020)
C6 – Do you have an omnichannel view of a customer’s journey? Base: Excludes Not sure (347)
C6a – Can you coordinate personalized interactions across all channels? : Excludes Not sure (363)
C7 – How close is your organization to having a single profile with all customer data? Base: All respondents (404)
Omnichannel View of Customer Journey
49%
51%
Yes No
Interaction Coordination Across All
Channels
68%
32%
Yes No
26% 34% 19% 7% 14%
Currently using, piloting, or in POC Will be ready for testing within 18 months
18 months to 3 years away More than 3 years away
No plans
60% Ready within the next 18
months
Proximity to a Single Profile with All Customer Data
©2020 Adobe. All Rights Reserved. Adobe Confidential.
Barriers to Creating Effective Content
16
All organizations are afflicted with a lack of time and resources.
Larger firms (100 employees+) are much more likely to complain of difficulty streamlining, organizational
alignment, and a lack of data analysis tools/talent.
US/UK (February 2020)
Q5 – What is a barrier to creating more effective content for your organization? Base: All respondents (404)
Barriers to Effective Content
35%
30%
25%
21%
20%
19%
19%
18%
18%
16%
1%
11%
Lack of time
Lack of resources (budget and/or team bandwidth)
Challenges streamlining processes
Lack of customer data
Lack of data analysis tools and talent
Lack of creativity
Lack of strategy
Lack of organizational buy-in
Organizational alignment
Lack of integrated platform
Other
Nothing - why change what's working?
7% 11% 36% 45%
Strongly disagree Somewhat disagree
Neither agree nor disagree Somewhat agree
Strongly agree
8% NET Disagree 81% NET Agree
Focused on Real-Time Data
Consumer Survey
Communicating with Brands
©2020 Adobe. All Rights Reserved. Adobe Confidential.
Devices Used
19
90%
68%
57%
55%
42%
39%
32%
22%
19%
Smartphone
Laptop computer
Tablet
Smart TV
Desktop computer
Gaming console
Smart speaker (e.g.,
Alexa, Google Home)
Smart watch
Smart home devices,
not including voice…
Smartphone and computer (90%, 81% ownership) are the most commonly owned devices, although Gen X,
Millennials and Gen Z are significantly more likely to own a smartphone. Smartphones are the most used
device for browsing the internet and shopping online, particularly for Gen Z and Millennials.
This Photo by Unknown Author is licensed under CC
% of time device is
used to browse the
internet
36%
19%
10%
8%
10%
4%
2%
1%
1%
Devices owned
44
%
47
%
48% are most likely to
shop online using their
smartphone69
%
69
%
Statistical testing subgroups: Gen Z , Millennials , Generation X , Baby Boomers , Traditionalists
USUS/UK (February 2020)
s3 -- Which of the following devices do you own? Base: All respondents (1000)
a1 -- Thinking about your personal use (excluding work or school), what percent of time do you spend using each of these devices to browse the internet? Base: All respondents (1000)
a2 -- Which device are you most likely to use to shop online? Base: All respondents (1000)
©2020 Adobe. All Rights Reserved. Adobe Confidential.
Social network use is fairly consistent across generations but Gen Z uses
Facebook less than other generations.
20
Top Five Social Networks
Gen Z
Millennia
ls
Gen X Boomers
©2020 Adobe. All Rights Reserved. Adobe Confidential.
Location Sharing
21
Currently, only 1/4 of consumers have location services turned on for all apps – apps need to make a
compelling case to be allowed this access. Millennials are most likely (39%) to allow unlimited location access.
Maps/GPS and Weather apps are most likely to be given location access.
2/3 of consumers are willing to share their location with an app in order to be informed about events or deals, or
when near a store.
Statistical testing subgroups: Gen Z , Millennials , Generation X , Baby Boomers , Traditionalists
Would allow a
mobile app to know
location for events,
deals, notifications
61%
71
%
73
%
80%
69%
36%
32%
32%
30%
24%
21%
19%
2%
Maps / GPS
Weather
Social media networks
Health/fitness tracking
Brands that I shop regularly
Camera / Video
Games
Brands that I shop…
Streaming Music/Video
Other
Allow mobile apps to know
location
27%
52%
21%
Yes, turned on for all
apps
Yes, but only for some
apps
No
39
%
68
%
41
%
42
%
34
%
24
%
77
%
US/UK Results (February 2020)
a3a - Do you allow mobile apps to know your location? Base : All respondents (1000)
a3b - Which types of apps do you allow to know your location? Base : Allow apps to know location(791)
a3c - Would you allow a mobile app from a brand to know your location so that they can inform you when
you are near a store, outpost, event, or deal? Base : Allow apps to know location (764)
Types of apps allowed to
know location
©2020 Adobe. All Rights Reserved. Adobe Confidential.
Offers and Ad Blocking
22
Over half of consumers have opted in to receive marketing messages on mobile apps, while fewer (4 in 10) are
likely to opt-in for email or text notifications.
Consumers are careful sharing personal information, with many saying they limit form completion to only
required fields.
Use of ad-blockers is common on computers, less so on mobile devices (43%, 34%).
Statistical testing subgroups: Gen Z , Millennials , Generation X , Baby Boomers , Traditionalists
US/UK Results (February 2020)
a5 - Do you enable push notifications on mobile apps to get up-to-date offers or alerts? Base : All respondents (excluding ‘Not sure’ (913)
a6 - Do you generally opt-in or opt out of communications from brands you engage with, when the communications are. Base : All respondents (1000)
a8 - When asked to fill out a profile on a brand's website or app, do you complete the task? Base : All respondents (1000)
a9 - Do you run ad-blocking technology on your personal devices? If so, which ones? Base : All respondents (1000)
Enable Push
Notifications
55% 62%
Block Ads on at
least 1 device
69
%72
%
72
%
40%
33% 37%
36%
27%
31%
24%
41%
32%
Email Text In-app notifications
Opt-out
Don't
care
Opt-in
Communication from
Brands
40%
49%
2%
10%
Yes, I fill it in
completely
I only fill in what is
required
I use fake info
I don't fill it in
Complete Profile for Brand
52
%
52
%
57
%
16
%
©2020 Adobe. All Rights Reserved. Adobe Confidential.
Brand Communication
23
Most consumers are willing to receive communications from brands (especially via email), but currently say
they are too frequent. Millennials are the most likely to want more frequent communication from brands and
less likely to say they currently receive too many emails.
Statistical testing subgroups: Gen Z , Millennials , Generation X , Baby Boomers , Traditionalists
US/UK Results (February 2020)
b1 - How often would you like to receive communication from brands that you engage with? Base : All respondents (1000)
b2 - Do you currently receive the right amount of emails from brands that you engage with? Base : All respondents (1000)
33%
26% 26%
34%
25% 29%
24%
21%
20%
10%
28% 25%
Email Text In-app
notifications
Never
NET A few times a
month/Once a month/A
few times a year
NET A few times/Once
a week
NET Multiple
times/Once a day
Receive ‘Too Many’ emails from brands
53%
Gen Z
49%
Millennials
59%
Gen X
53%
Baby Boomers
Desired Frequency of Communication
44% 36% 40%
Feelings on
Personalization
©2020 Adobe. All Rights Reserved. Adobe Confidential.
Brands images representing the consumer
25
Consumers don’t feel like they “see themselves” in the websites of the brands they engage with.
Brands can better reflect age, interests, and body type. For younger consumers, interests is of the utmost
importance, and for males, both age and interests are important.
Statistical testing subgroups: Gen Z , Millennials , Generation X , Baby Boomers , Traditionalists, Males Fem
US/UK Results (February 2020)
b4 - When you go to the website of brands that you engage with, do you see yourself reflected in the images shown?
Base : All respondents (1000)
b4b - How can websites do better in reflecting you and your comm unity online? Base : All respondents (1000)
Do brand image reflect you?
8%
22%
36%
26%
8%
Strongly agree
Somewhat agree
Neutral
Somewhat disagree
Strongly disagree
34% NET Agree
30% NET Disagree
46
%
37
%
37%
34%
30%
26%
16%
13%
1%
32%
Age
Interests/hobbies
Body Type
Gender
Ethnicity
Accessibility
Other
None of these
How websites can better reflect you
and your community
41
%
37
%
38
%
28
%
47
%
35
%
47
%
39
%
41
%
©2020 Adobe. All Rights Reserved. Adobe Confidential.
Personalized Experiences
26
US/UK Results (February 2020)
b5 - Does having Personalized experiences on websites and mobile apps, and in the communications from the brand, change your perception of the brand?
Base : All respondents (1000)
c1 - How important is seeing Personalized products, content, offers, or experiences to you when shopping online or considering a service online?
Base : All respondents (1000)
Nearly half of consumers say personalized experiences on websites they engage with is important.
Millennials give personalized content higher importance than other generations.
3% 11% 51% 24% 11%
Much more negative Somewhat more negative
No difference Somewhat more positive
Much more positive
14% Negative 35% Positive
10% 13% 35% 30% 12%
Not at all important Somewhat unimportant Neutral
Somewhat important Very important
23% Low importance 42% High importance
Affect of Personalized
Experiences on Brand
Perception
Importance of seeing
Personalized content
Statistical testing subgroups: Gen Z , Millennials , Generation X , Baby Boomers , Traditionalists, Males Fem
17
%
26
%
48
%
44
%
53
%
©2020 Adobe. All Rights Reserved. Adobe
Confidential.
Recommendations
27
US/UK Results (February 2020)
c2 - When seeing product or content recommendations like 'people who bought this also bought that', do you view the additional recommendations? Base : All respondents (excluding ‘Not sure’) (978)
c3 - Thinking about your most recent shopping experience, where you viewed other product recommendations, how well suited were the product recommendations to you? Base : All respondents (1000)
c6 - Do you watch new movies or TV shows based on suggestions or recommendations from the app or service? Base : All respondents (1000)
c4 - Do you shop using product recommendations? Base : All respondents (1000)
Consumers sometimes view and shop based on product recommendations, which are generally well suited to
them. Younger consumers are more likely to both use recommendations and find them suitable.
27
Statistical testing subgroups: Gen Z , Millennials , Generation X , Baby Boomers , Traditionalists, Males Fem
Suitability of Recommendations
13%
34%
39%
13%Very well suited
Somewhat well
suited
Neutral
Somewhat poorly
suited
Very poorly suited
52% NET
Well Suited
15% NET
Poorly Suited
64
%
60
%
9% 13%
28%
32%
30%
23%
24%
17%
9%
16% Never
Rarely
Occasionally
Sometimes
All the time
Frequency of Using
Recommendations
11%
22%
51%
16%Never
Sometimes
Most of the
time
Always
View Additional
Recommendations
Shop using product
recommendations
Watch movies/TV
based on
app/service
recommendations
36
%
28
%
60
%
24
%
17
%
38
%
30
%
13
%
23
%
49
%
37
%
24
%
30
%
20
%
18
%
©2020 Adobe. All Rights Reserved. Adobe
Confidential.
The most compelling recommendation messages are…
28
US/UK Results (February 2020)
c5 - What kinds of recommendations are most impactful for you? Base : All respondents (1000)
19%
16%
18%
14%
13%
8%
6%
5%
20%
18%
13%
12%
11%
8%
9%
9%
13%
16%
13%
14%
11%
12%
11%
10%
Based on your favorite
Recommended for you
People also bought
Most popular
Because you watched
People like you
Trending now
Other people liked this
Ranked first Rank 2 Rank 3
NET Top 3
52%
50%
45%
40%
35%
28%
26%
24%
61
%
33
%
28
Statistical testing subgroups: Gen Z , Millennials , Generation X , Baby Boomers , Traditionalists, Males Fem
33
%
44
%
49
%
28
%
Challenges Engaging With
Brand Content
©2020 Adobe. All Rights Reserved. Adobe
Confidential.
The most frustrating aspects of online content are…
30
US/UK Results (February 2020)
c7 - When engaging with a brand's content, what experiences frustrate you the most? Base : All respondents (1000)
30
Statistical testing subgroups: Gen Z , Millennials , Generation X , Baby Boomers , Traditionalists,
41%
37%
25%
19%
18%
16%
15%
13%
13%
12%
10%
10%
8%
8%
5%
Pop-up ads / Alerts / Cookies
Spam email
Slow page load
Offers that no longer exist, are irrelevant to you, are difficult to access
Website doesn't go back to where I left off
Looking at too many pages/screens to find content
Irrelevant recommendations/content
Sound plays automatically
Content not available
Cluttered content and design
Difficult path to purchase between browsing and checkout
Page doesn't remember me when I come back
Content isn't Optimized for the device I am using
Unable to engage with content beyond reading it (e.g., try, buy or
share)
Crowded navigation panel
30
%
12
%
Methodology and
Appendix
©2020 Adobe. All Rights Reserved. Adobe
Confidential.
Who participated
in this research?
How was this
research
conducted?
Sample Frame
• 404 professionals completed this survey online (302 US and 102 UK)
• To qualify:
• Aged 18 or older
• Work FT/contract
• Work involves advertising, marketing, UX/UI, brand, demand
generation, communications, or product marketing
• Participants were recruited from an actively managed online panel
(Lucid). As such, this should be considered a non-probability sample.
• Participants were recruited using a “nationally representative outgo” in
order to closely align to the US/UK population demographics.
• Participants are incented using rewards points for participation
• Research was conducted between February 19th-21st, 2020.
• No weighting of data was required.
• Margin of error is +/- 4.9 percentage points at the 95% confidence level
• Participants were required to complete the survey online, and own a
mobile device (mirroring the adult online population in the US and UK).
Methodology: Marketer Survey
©2020 Adobe. All Rights Reserved. Adobe
Confidential.
8%
22%
27% 28%
16%
0-5 6-10 11-20 21-50 50+
years
Years in
existence
Organizational Profile
US (January 2020)
D3 – Which of these best describes your organization's primary industry? Base: All respondents (404)
D1 – What is the annual US$ revenue of your company, including all divisions and subsidiaries? Base: excl. prefer not to say
& don’t know (383)
D6 – How many years has your company been in existence? Base: excl. prefer not to say (403)
S2 – How many employees does your organization have? If contractor, organization spending the most time with. Base: excl.
don’t know (395)
D4 – Does your company provide products or services for ... ? Base: All respondents (404)
D8 – Where is your company headquartered? Base: US (302), UK (104)
D5 – What is your company’s reach, in terms of customers served? Base: All respondents (404)
36%
10%
13%
10%
13%
12%
6%
<25 mil
25-49 mil
50-99 mil
100-499 mil
500-999 mil
1-9 bil
10+ bil
Annual revenue, US$ or
GBP
Markets served
Local &
regional
National &
international
40% 60%21% 23%
57%
B2C B2B Both
Target customer
Headquarters
19%
WEST
22%
MIDWEST
33%
SOUTH
26%
NORTHEAST
Primary industry
34% 33% 33%
Organization size
©2020 Adobe. All Rights Reserved. Adobe
Confidential.
3%
19%
35%
21% 22%
<1
year
2-5 6-10 11-20 20+
years
Respondent Profile
34
US (January 2020)
S3 – Which of the following best describes the functional area that you work in? Base: All
respondents (404)
S4 – What is your involvement, if any, in the following activities… Base: All respondents (404)
S5 – Which of the following best describes your job level? Base: All respondents (404)
D7 – How long have you been working in your professional career?
Base: Excl. prefer not to say (403)
Years in professional careerArea of work
33%
6%
12%
9%
26%
14%
Executive (C-level)
Vice President
Director
Senior manager
Manager
Analyst / Individual Contributor
Job level
Involvement in marketing activities
42%
36%
30%
30%
29%
27%
27%
26%
23%
22%
21%
20%
19%
13%
12%
12%
11%
Customer Experience
Product Management
Customer Insights/Analytics
Comms/Field/Operations
Digital Marketing
Brand Management
Ecommerce
Advertising
Product Marketing
Content Marketing
Marketing Intelligence
Campaign Marketing
Growth Marketing
UX/UI
Demand Generation
Marketing Architect
Segmentation/Audience Strategy
©2020 Adobe. All Rights Reserved. Adobe
Confidential.
Methodology: Consumer Survey
35
Who participated
in this research?
How was this
research
conducted?
Sample Frame
• 1,000 Adults completed this survey online (800 US and 200 UK)
• To qualify:
• Aged 18 or older
• Own a mobile device
• Participants were recruited from an actively managed online panel
(Lucid). As such, this should be considered a non-probability sample.
• Participants were recruited using a “nationally representative outgo” in
order to closely align to the US/UK population demographics.
• Participants are incented using rewards points for participation
• Research was conducted between February 19th-21st, 2020.
• No weighting of data was required.
• Margin of error is +/- 3.1 percentage points at the 95% confidence level
• Participants were required to complete the survey online, and own a
mobile device (mirroring the adult online population in the US and UK).
©2020 Adobe. All Rights Reserved. Adobe
Confidential.
Profile of Participants
36
US/UK (February 2020)
S0 – What country do you live in? Base: All respondents (1000)
S2 – In what year were you born? Base: All respondents (1000)
D3 – What is the highest level of education you have completed? Base: Excl. prefer not
to say (993)
D4 – Are you…? [marital status] Base: Excl. prefer not to say (989)
S1 – What is your gender? Base: All respondents (1000)
Q7 – Where in the US do you live? [state] Base: Excl. prefer not to say (US: 792 / UK:
199)
D2 – Do you have children in the home? If so, what ages? Base: Excl. prefer not to say
(980)
D5 – Which of these best describes you? [employment] Base: Excl. prefer not to say
(978)
D1 – How would you describe your neighborhood? Base: All respondents (1000)
D6 – What was your total household income before taxes during the past 12 months?
Base: Excl. prefer not to say (US: 784 / UK: 187)
11%
34%
18%
32%
4%
Age
51% 49
%
Gender
18%
WEST
22%
MIDWEST
41%
SOUTH
20%
NORTHEAST
US & UK Region
Urban
30%
Suburban
50%
Rural
21%
Neighborhood
Suburban includes ex-urban—
a mainly residential commuter town (4%).
No children in the
home
68%
Less than 5 years old 11%
5-12 years old 16%
13-17 years old 13%
8%
19%
21%
17%
15%
17%
2%
14%
40%
25%
12%
7%
2%
1%
Under 10K
10-29,9K
30-49,9K
50-69,9K
70-99,9K
100-…
250K+
US ($) UK (£)
Single 31%
Married/with
partner
54%
Divorced/separated 11%
Widowed 4%
Children in the homeMarital status
Gen Z 1996 or later
Millennials 1977—1995
Generation
X
1965—1976
Baby
Boomers
1946—1964
Traditionalis
ts
1945 or
earlier
Employment status IncomeEducation
High school or
less
29%
Some college 32%
College graduate 24%
Post-graduate 14%
Some college includes vocational/
technical school (7%).
Full-time 45%
Part-time 13%
Homemaker 16%
Student 5%
Retired 22%
58%
workin
g
South East 16% East Midlands 8%
North West 15%
Yorkshire and the
Humber 7%
London 10% North East 7%
South West 9% Wales 7%
Scotland 9% West Midlands 6%
East of England 8% Northern Ireland 1%
©2020 Adobe. All Rights Reserved. Adobe
Confidential.
Methodology
• This research was sponsored by Adobe and conducted by Advanis. For information about
data collection, please contact Lori Reiser (lori_reiser@advanis.net)
• Advanis is a member of the Canadian Research Insights Council (CRIC). This research
fully complies with all CRIC Standards including the CRIC Public Opinion Research
Standards and Disclosure Requirements.
Adobe Personalization 2020 Survey​ of Consumers and Marketers

More Related Content

What's hot

Retail Luxury Trends & Future Implications
Retail Luxury Trends & Future ImplicationsRetail Luxury Trends & Future Implications
Retail Luxury Trends & Future Implications
Deloitte Digital SEA
 
Oliver wyman transaction_banking_trade_finance
Oliver wyman transaction_banking_trade_financeOliver wyman transaction_banking_trade_finance
Oliver wyman transaction_banking_trade_finance
Rishiraj Sisodiya
 
Resiliance. Relevance. Agility.
Resiliance. Relevance. Agility.Resiliance. Relevance. Agility.
Resiliance. Relevance. Agility.
accenture
 
Come costruire servizi di Forecasting sfruttando algoritmi di ML e deep learn...
Come costruire servizi di Forecasting sfruttando algoritmi di ML e deep learn...Come costruire servizi di Forecasting sfruttando algoritmi di ML e deep learn...
Come costruire servizi di Forecasting sfruttando algoritmi di ML e deep learn...
Amazon Web Services
 
Marketing Automation at Adobe
Marketing Automation at AdobeMarketing Automation at Adobe
Marketing Automation at Adobe
Marketo
 
Microsoft Digital Advisory Services
Microsoft Digital Advisory ServicesMicrosoft Digital Advisory Services
Microsoft Digital Advisory Services
Maria Fonsell
 
Digital Transformation From Strategy To Implementation
Digital Transformation From Strategy To ImplementationDigital Transformation From Strategy To Implementation
Digital Transformation From Strategy To Implementation
Scopernia
 
Gartner - The art of the one page strategy
Gartner - The art of the one page strategyGartner - The art of the one page strategy
Gartner - The art of the one page strategy
Deepak Kamboj
 
2019 CPG Growth Leaders Report
2019 CPG Growth Leaders Report2019 CPG Growth Leaders Report
2019 CPG Growth Leaders Report
Boston Consulting Group
 
How to develop a digital strategy
How to develop a digital strategyHow to develop a digital strategy
How to develop a digital strategy
FUSE Marketing Group
 
The Industrialist: Trends & Innovations - November 2022
The Industrialist: Trends & Innovations - November 2022The Industrialist: Trends & Innovations - November 2022
The Industrialist: Trends & Innovations - November 2022
accenture
 
Salesforce Basecamp Helsinki 8.5.2018 - Boston Consulting Group
Salesforce Basecamp Helsinki 8.5.2018 - Boston Consulting GroupSalesforce Basecamp Helsinki 8.5.2018 - Boston Consulting Group
Salesforce Basecamp Helsinki 8.5.2018 - Boston Consulting Group
Salesforce Finland
 
Airbnb slideshare
Airbnb slideshareAirbnb slideshare
Airbnb slideshare
Jordan Folkes
 
Future Ready Enterprise Systems | Accenture
Future Ready Enterprise Systems | AccentureFuture Ready Enterprise Systems | Accenture
Future Ready Enterprise Systems | Accenture
accenture
 
Tech Adoption and Strategy for Innovation & Growth
Tech Adoption and Strategy for Innovation & GrowthTech Adoption and Strategy for Innovation & Growth
Tech Adoption and Strategy for Innovation & Growth
accenture
 
25 Digital Transformation Case Studies In Retail
25 Digital Transformation Case Studies In Retail25 Digital Transformation Case Studies In Retail
25 Digital Transformation Case Studies In Retail
Happy Marketer
 
How enterprise networks can boost Cloud Continuum experience
How enterprise networks can boost Cloud Continuum experienceHow enterprise networks can boost Cloud Continuum experience
How enterprise networks can boost Cloud Continuum experience
accenture
 
Accelerate Revenue with a Customer Data Platform
Accelerate Revenue with a Customer Data PlatformAccelerate Revenue with a Customer Data Platform
Accelerate Revenue with a Customer Data Platform
Lattice Engines
 
Blueprint for Omni-Channel Roadmap
Blueprint for Omni-Channel RoadmapBlueprint for Omni-Channel Roadmap
Blueprint for Omni-Channel Roadmap
Jaap van Oort
 
How to Win in Marketplaces
How to Win in MarketplacesHow to Win in Marketplaces
How to Win in Marketplaces
Ogilvy Consulting
 

What's hot (20)

Retail Luxury Trends & Future Implications
Retail Luxury Trends & Future ImplicationsRetail Luxury Trends & Future Implications
Retail Luxury Trends & Future Implications
 
Oliver wyman transaction_banking_trade_finance
Oliver wyman transaction_banking_trade_financeOliver wyman transaction_banking_trade_finance
Oliver wyman transaction_banking_trade_finance
 
Resiliance. Relevance. Agility.
Resiliance. Relevance. Agility.Resiliance. Relevance. Agility.
Resiliance. Relevance. Agility.
 
Come costruire servizi di Forecasting sfruttando algoritmi di ML e deep learn...
Come costruire servizi di Forecasting sfruttando algoritmi di ML e deep learn...Come costruire servizi di Forecasting sfruttando algoritmi di ML e deep learn...
Come costruire servizi di Forecasting sfruttando algoritmi di ML e deep learn...
 
Marketing Automation at Adobe
Marketing Automation at AdobeMarketing Automation at Adobe
Marketing Automation at Adobe
 
Microsoft Digital Advisory Services
Microsoft Digital Advisory ServicesMicrosoft Digital Advisory Services
Microsoft Digital Advisory Services
 
Digital Transformation From Strategy To Implementation
Digital Transformation From Strategy To ImplementationDigital Transformation From Strategy To Implementation
Digital Transformation From Strategy To Implementation
 
Gartner - The art of the one page strategy
Gartner - The art of the one page strategyGartner - The art of the one page strategy
Gartner - The art of the one page strategy
 
2019 CPG Growth Leaders Report
2019 CPG Growth Leaders Report2019 CPG Growth Leaders Report
2019 CPG Growth Leaders Report
 
How to develop a digital strategy
How to develop a digital strategyHow to develop a digital strategy
How to develop a digital strategy
 
The Industrialist: Trends & Innovations - November 2022
The Industrialist: Trends & Innovations - November 2022The Industrialist: Trends & Innovations - November 2022
The Industrialist: Trends & Innovations - November 2022
 
Salesforce Basecamp Helsinki 8.5.2018 - Boston Consulting Group
Salesforce Basecamp Helsinki 8.5.2018 - Boston Consulting GroupSalesforce Basecamp Helsinki 8.5.2018 - Boston Consulting Group
Salesforce Basecamp Helsinki 8.5.2018 - Boston Consulting Group
 
Airbnb slideshare
Airbnb slideshareAirbnb slideshare
Airbnb slideshare
 
Future Ready Enterprise Systems | Accenture
Future Ready Enterprise Systems | AccentureFuture Ready Enterprise Systems | Accenture
Future Ready Enterprise Systems | Accenture
 
Tech Adoption and Strategy for Innovation & Growth
Tech Adoption and Strategy for Innovation & GrowthTech Adoption and Strategy for Innovation & Growth
Tech Adoption and Strategy for Innovation & Growth
 
25 Digital Transformation Case Studies In Retail
25 Digital Transformation Case Studies In Retail25 Digital Transformation Case Studies In Retail
25 Digital Transformation Case Studies In Retail
 
How enterprise networks can boost Cloud Continuum experience
How enterprise networks can boost Cloud Continuum experienceHow enterprise networks can boost Cloud Continuum experience
How enterprise networks can boost Cloud Continuum experience
 
Accelerate Revenue with a Customer Data Platform
Accelerate Revenue with a Customer Data PlatformAccelerate Revenue with a Customer Data Platform
Accelerate Revenue with a Customer Data Platform
 
Blueprint for Omni-Channel Roadmap
Blueprint for Omni-Channel RoadmapBlueprint for Omni-Channel Roadmap
Blueprint for Omni-Channel Roadmap
 
How to Win in Marketplaces
How to Win in MarketplacesHow to Win in Marketplaces
How to Win in Marketplaces
 

Similar to Adobe Personalization 2020 Survey​ of Consumers and Marketers

The Future of Marketing Survey - JP Marketer Results
The Future of Marketing Survey - JP Marketer ResultsThe Future of Marketing Survey - JP Marketer Results
The Future of Marketing Survey - JP Marketer Results
AdobeJapanPR
 
The Highest Impact Email Marketing Trends of 2020
The Highest Impact Email Marketing Trends of 2020The Highest Impact Email Marketing Trends of 2020
The Highest Impact Email Marketing Trends of 2020
Chad S. White
 
Emerging Trends in Channel Incentive Programs
Emerging Trends in Channel Incentive ProgramsEmerging Trends in Channel Incentive Programs
Emerging Trends in Channel Incentive Programs
CCI - An E2open Company
 
Ieee 2013 sales presentation
Ieee 2013 sales presentationIeee 2013 sales presentation
Ieee 2013 sales presentation
ralphmonti
 
B2B Enterprise Content Marketing: 2013 Benchmarks, Budgets, and Trends—North ...
B2B Enterprise Content Marketing: 2013 Benchmarks, Budgets, and Trends—North ...B2B Enterprise Content Marketing: 2013 Benchmarks, Budgets, and Trends—North ...
B2B Enterprise Content Marketing: 2013 Benchmarks, Budgets, and Trends—North ...
Content Marketing Institute
 
The Asset Management Digital Marketing Survey 2018
The Asset Management Digital Marketing Survey 2018The Asset Management Digital Marketing Survey 2018
The Asset Management Digital Marketing Survey 2018
Kurtosys Systems
 
Pharma Industry Insights 2022 | TheDigitalFellow
Pharma Industry Insights 2022 | TheDigitalFellowPharma Industry Insights 2022 | TheDigitalFellow
Pharma Industry Insights 2022 | TheDigitalFellow
thedigitalfellow
 
Digital Maturity Report on Fashion Industry | TheDigitalFellow
Digital Maturity Report on Fashion Industry | TheDigitalFellowDigital Maturity Report on Fashion Industry | TheDigitalFellow
Digital Maturity Report on Fashion Industry | TheDigitalFellow
thedigitalfellow
 
Digital Maturity Report on Real Estate Industry | TheDigitalFellow
Digital Maturity Report on Real Estate Industry | TheDigitalFellowDigital Maturity Report on Real Estate Industry | TheDigitalFellow
Digital Maturity Report on Real Estate Industry | TheDigitalFellow
thedigitalfellow
 
International Schools Education Sector Report 2022 | TheDigitalFellow
International Schools Education Sector Report 2022 | TheDigitalFellow International Schools Education Sector Report 2022 | TheDigitalFellow
International Schools Education Sector Report 2022 | TheDigitalFellow
thedigitalfellow
 
The Future of Marketing Survey - JP Consumer Results
The Future of Marketing Survey - JP Consumer Results The Future of Marketing Survey - JP Consumer Results
The Future of Marketing Survey - JP Consumer Results
AdobeJapanPR
 
7 Marketing Strategies for Business Growth
7 Marketing Strategies for Business Growth7 Marketing Strategies for Business Growth
7 Marketing Strategies for Business Growth
Marketo
 
The 2014 Benchmark Report on B2B Content Marketing and Lead Generation
The 2014 Benchmark Report on B2B Content Marketing and Lead GenerationThe 2014 Benchmark Report on B2B Content Marketing and Lead Generation
The 2014 Benchmark Report on B2B Content Marketing and Lead Generation
Starfleet Media
 
The Total Economic Impact of Marketo Engage
The Total Economic Impact of Marketo EngageThe Total Economic Impact of Marketo Engage
The Total Economic Impact of Marketo Engage
Marketo
 
Digital Maturity Report on Engineering Industry | TheDigitalFellow
Digital Maturity Report on Engineering Industry | TheDigitalFellowDigital Maturity Report on Engineering Industry | TheDigitalFellow
Digital Maturity Report on Engineering Industry | TheDigitalFellow
thedigitalfellow
 
Digital Maturity Report on Cosmetic Industry | TheDigitalFellow
Digital Maturity Report on Cosmetic Industry | TheDigitalFellowDigital Maturity Report on Cosmetic Industry | TheDigitalFellow
Digital Maturity Report on Cosmetic Industry | TheDigitalFellow
thedigitalfellow
 
Paint Industry insights 2022 | TheDigitalFellow
Paint Industry insights 2022 | TheDigitalFellowPaint Industry insights 2022 | TheDigitalFellow
Paint Industry insights 2022 | TheDigitalFellow
thedigitalfellow
 
Digital Maturity Report on Auto Industry 2022 | TheDigitalFellow
Digital Maturity Report on Auto Industry 2022 | TheDigitalFellowDigital Maturity Report on Auto Industry 2022 | TheDigitalFellow
Digital Maturity Report on Auto Industry 2022 | TheDigitalFellow
thedigitalfellow
 
Digital Maturity Report on Ayurvedic Industry Report | TheDigitalFellow
Digital Maturity Report on Ayurvedic Industry Report | TheDigitalFellow Digital Maturity Report on Ayurvedic Industry Report | TheDigitalFellow
Digital Maturity Report on Ayurvedic Industry Report | TheDigitalFellow
thedigitalfellow
 
Making the Jump to a Digital-First Business Strategy: A Marketer’s Guide to P...
Making the Jump to a Digital-First Business Strategy: A Marketer’s Guide to P...Making the Jump to a Digital-First Business Strategy: A Marketer’s Guide to P...
Making the Jump to a Digital-First Business Strategy: A Marketer’s Guide to P...
Acquia
 

Similar to Adobe Personalization 2020 Survey​ of Consumers and Marketers (20)

The Future of Marketing Survey - JP Marketer Results
The Future of Marketing Survey - JP Marketer ResultsThe Future of Marketing Survey - JP Marketer Results
The Future of Marketing Survey - JP Marketer Results
 
The Highest Impact Email Marketing Trends of 2020
The Highest Impact Email Marketing Trends of 2020The Highest Impact Email Marketing Trends of 2020
The Highest Impact Email Marketing Trends of 2020
 
Emerging Trends in Channel Incentive Programs
Emerging Trends in Channel Incentive ProgramsEmerging Trends in Channel Incentive Programs
Emerging Trends in Channel Incentive Programs
 
Ieee 2013 sales presentation
Ieee 2013 sales presentationIeee 2013 sales presentation
Ieee 2013 sales presentation
 
B2B Enterprise Content Marketing: 2013 Benchmarks, Budgets, and Trends—North ...
B2B Enterprise Content Marketing: 2013 Benchmarks, Budgets, and Trends—North ...B2B Enterprise Content Marketing: 2013 Benchmarks, Budgets, and Trends—North ...
B2B Enterprise Content Marketing: 2013 Benchmarks, Budgets, and Trends—North ...
 
The Asset Management Digital Marketing Survey 2018
The Asset Management Digital Marketing Survey 2018The Asset Management Digital Marketing Survey 2018
The Asset Management Digital Marketing Survey 2018
 
Pharma Industry Insights 2022 | TheDigitalFellow
Pharma Industry Insights 2022 | TheDigitalFellowPharma Industry Insights 2022 | TheDigitalFellow
Pharma Industry Insights 2022 | TheDigitalFellow
 
Digital Maturity Report on Fashion Industry | TheDigitalFellow
Digital Maturity Report on Fashion Industry | TheDigitalFellowDigital Maturity Report on Fashion Industry | TheDigitalFellow
Digital Maturity Report on Fashion Industry | TheDigitalFellow
 
Digital Maturity Report on Real Estate Industry | TheDigitalFellow
Digital Maturity Report on Real Estate Industry | TheDigitalFellowDigital Maturity Report on Real Estate Industry | TheDigitalFellow
Digital Maturity Report on Real Estate Industry | TheDigitalFellow
 
International Schools Education Sector Report 2022 | TheDigitalFellow
International Schools Education Sector Report 2022 | TheDigitalFellow International Schools Education Sector Report 2022 | TheDigitalFellow
International Schools Education Sector Report 2022 | TheDigitalFellow
 
The Future of Marketing Survey - JP Consumer Results
The Future of Marketing Survey - JP Consumer Results The Future of Marketing Survey - JP Consumer Results
The Future of Marketing Survey - JP Consumer Results
 
7 Marketing Strategies for Business Growth
7 Marketing Strategies for Business Growth7 Marketing Strategies for Business Growth
7 Marketing Strategies for Business Growth
 
The 2014 Benchmark Report on B2B Content Marketing and Lead Generation
The 2014 Benchmark Report on B2B Content Marketing and Lead GenerationThe 2014 Benchmark Report on B2B Content Marketing and Lead Generation
The 2014 Benchmark Report on B2B Content Marketing and Lead Generation
 
The Total Economic Impact of Marketo Engage
The Total Economic Impact of Marketo EngageThe Total Economic Impact of Marketo Engage
The Total Economic Impact of Marketo Engage
 
Digital Maturity Report on Engineering Industry | TheDigitalFellow
Digital Maturity Report on Engineering Industry | TheDigitalFellowDigital Maturity Report on Engineering Industry | TheDigitalFellow
Digital Maturity Report on Engineering Industry | TheDigitalFellow
 
Digital Maturity Report on Cosmetic Industry | TheDigitalFellow
Digital Maturity Report on Cosmetic Industry | TheDigitalFellowDigital Maturity Report on Cosmetic Industry | TheDigitalFellow
Digital Maturity Report on Cosmetic Industry | TheDigitalFellow
 
Paint Industry insights 2022 | TheDigitalFellow
Paint Industry insights 2022 | TheDigitalFellowPaint Industry insights 2022 | TheDigitalFellow
Paint Industry insights 2022 | TheDigitalFellow
 
Digital Maturity Report on Auto Industry 2022 | TheDigitalFellow
Digital Maturity Report on Auto Industry 2022 | TheDigitalFellowDigital Maturity Report on Auto Industry 2022 | TheDigitalFellow
Digital Maturity Report on Auto Industry 2022 | TheDigitalFellow
 
Digital Maturity Report on Ayurvedic Industry Report | TheDigitalFellow
Digital Maturity Report on Ayurvedic Industry Report | TheDigitalFellow Digital Maturity Report on Ayurvedic Industry Report | TheDigitalFellow
Digital Maturity Report on Ayurvedic Industry Report | TheDigitalFellow
 
Making the Jump to a Digital-First Business Strategy: A Marketer’s Guide to P...
Making the Jump to a Digital-First Business Strategy: A Marketer’s Guide to P...Making the Jump to a Digital-First Business Strategy: A Marketer’s Guide to P...
Making the Jump to a Digital-First Business Strategy: A Marketer’s Guide to P...
 

More from Adobe

Where I'm From | Adobe Diverse Voices
Where I'm From | Adobe Diverse VoicesWhere I'm From | Adobe Diverse Voices
Where I'm From | Adobe Diverse Voices
Adobe
 
Adobe Life Reflections
Adobe Life ReflectionsAdobe Life Reflections
Adobe Life Reflections
Adobe
 
2021 Sundance Ignite x Adobe Fellows
2021 Sundance Ignite x Adobe Fellows2021 Sundance Ignite x Adobe Fellows
2021 Sundance Ignite x Adobe Fellows
Adobe
 
Adobe Holiday Shopping Recap 2020
Adobe Holiday Shopping Recap 2020Adobe Holiday Shopping Recap 2020
Adobe Holiday Shopping Recap 2020
Adobe
 
The Inaugural Cohort of Women at Sundance | Adobe Fellowship
The Inaugural Cohort of Women at Sundance | Adobe Fellowship The Inaugural Cohort of Women at Sundance | Adobe Fellowship
The Inaugural Cohort of Women at Sundance | Adobe Fellowship
Adobe
 
Adobe COVID-19 Productivity Study: Say ‘buh-bye’ to WFH Stigma
Adobe COVID-19 Productivity Study: Say ‘buh-bye’ to WFH StigmaAdobe COVID-19 Productivity Study: Say ‘buh-bye’ to WFH Stigma
Adobe COVID-19 Productivity Study: Say ‘buh-bye’ to WFH Stigma
Adobe
 
Introducing the 2020 Sundance Ignite x Adobe Fellows
Introducing the 2020 Sundance Ignite x Adobe FellowsIntroducing the 2020 Sundance Ignite x Adobe Fellows
Introducing the 2020 Sundance Ignite x Adobe Fellows
Adobe
 
The Obstacles and Opportunities of Digital Transformation
The Obstacles and Opportunities of Digital TransformationThe Obstacles and Opportunities of Digital Transformation
The Obstacles and Opportunities of Digital Transformation
Adobe
 
Sundance Ignite Fellows
Sundance Ignite FellowsSundance Ignite Fellows
Sundance Ignite Fellows
Adobe
 
The Total Economic Impact of Adobe Document Cloud
The Total Economic Impact of Adobe Document CloudThe Total Economic Impact of Adobe Document Cloud
The Total Economic Impact of Adobe Document Cloud
Adobe
 
Adobe Digital Insights Holiday Recap 2019
Adobe Digital Insights Holiday Recap 2019Adobe Digital Insights Holiday Recap 2019
Adobe Digital Insights Holiday Recap 2019
Adobe
 
ADI Consumer Electronics Report 2020
ADI Consumer Electronics Report 2020ADI Consumer Electronics Report 2020
ADI Consumer Electronics Report 2020
Adobe
 
Five Ways to Accelerate the Sales Cycle and Close Deals Faster
Five Ways to Accelerate the Sales Cycle and Close Deals FasterFive Ways to Accelerate the Sales Cycle and Close Deals Faster
Five Ways to Accelerate the Sales Cycle and Close Deals Faster
Adobe
 
No Happy Holidays for Seasonal Employees
 No Happy Holidays for Seasonal Employees No Happy Holidays for Seasonal Employees
No Happy Holidays for Seasonal Employees
Adobe
 
Adobe Holiday Retailer Survey 2019
Adobe Holiday Retailer Survey 2019Adobe Holiday Retailer Survey 2019
Adobe Holiday Retailer Survey 2019
Adobe
 
Adobe 2019 Holiday Shopping Predictions
Adobe 2019 Holiday Shopping PredictionsAdobe 2019 Holiday Shopping Predictions
Adobe 2019 Holiday Shopping Predictions
Adobe
 
ADI -- Digital Divide 2019
ADI -- Digital Divide 2019ADI -- Digital Divide 2019
ADI -- Digital Divide 2019
Adobe
 
AdobeStudy: Consumer Banking Insights
AdobeStudy: Consumer Banking InsightsAdobeStudy: Consumer Banking Insights
AdobeStudy: Consumer Banking Insights
Adobe
 
Adobe Digital Insights -- Connected Car 2019
Adobe Digital Insights -- Connected Car 2019Adobe Digital Insights -- Connected Car 2019
Adobe Digital Insights -- Connected Car 2019
Adobe
 
Adobe Creative Confidence & Expression Report
Adobe Creative Confidence & Expression ReportAdobe Creative Confidence & Expression Report
Adobe Creative Confidence & Expression Report
Adobe
 

More from Adobe (20)

Where I'm From | Adobe Diverse Voices
Where I'm From | Adobe Diverse VoicesWhere I'm From | Adobe Diverse Voices
Where I'm From | Adobe Diverse Voices
 
Adobe Life Reflections
Adobe Life ReflectionsAdobe Life Reflections
Adobe Life Reflections
 
2021 Sundance Ignite x Adobe Fellows
2021 Sundance Ignite x Adobe Fellows2021 Sundance Ignite x Adobe Fellows
2021 Sundance Ignite x Adobe Fellows
 
Adobe Holiday Shopping Recap 2020
Adobe Holiday Shopping Recap 2020Adobe Holiday Shopping Recap 2020
Adobe Holiday Shopping Recap 2020
 
The Inaugural Cohort of Women at Sundance | Adobe Fellowship
The Inaugural Cohort of Women at Sundance | Adobe Fellowship The Inaugural Cohort of Women at Sundance | Adobe Fellowship
The Inaugural Cohort of Women at Sundance | Adobe Fellowship
 
Adobe COVID-19 Productivity Study: Say ‘buh-bye’ to WFH Stigma
Adobe COVID-19 Productivity Study: Say ‘buh-bye’ to WFH StigmaAdobe COVID-19 Productivity Study: Say ‘buh-bye’ to WFH Stigma
Adobe COVID-19 Productivity Study: Say ‘buh-bye’ to WFH Stigma
 
Introducing the 2020 Sundance Ignite x Adobe Fellows
Introducing the 2020 Sundance Ignite x Adobe FellowsIntroducing the 2020 Sundance Ignite x Adobe Fellows
Introducing the 2020 Sundance Ignite x Adobe Fellows
 
The Obstacles and Opportunities of Digital Transformation
The Obstacles and Opportunities of Digital TransformationThe Obstacles and Opportunities of Digital Transformation
The Obstacles and Opportunities of Digital Transformation
 
Sundance Ignite Fellows
Sundance Ignite FellowsSundance Ignite Fellows
Sundance Ignite Fellows
 
The Total Economic Impact of Adobe Document Cloud
The Total Economic Impact of Adobe Document CloudThe Total Economic Impact of Adobe Document Cloud
The Total Economic Impact of Adobe Document Cloud
 
Adobe Digital Insights Holiday Recap 2019
Adobe Digital Insights Holiday Recap 2019Adobe Digital Insights Holiday Recap 2019
Adobe Digital Insights Holiday Recap 2019
 
ADI Consumer Electronics Report 2020
ADI Consumer Electronics Report 2020ADI Consumer Electronics Report 2020
ADI Consumer Electronics Report 2020
 
Five Ways to Accelerate the Sales Cycle and Close Deals Faster
Five Ways to Accelerate the Sales Cycle and Close Deals FasterFive Ways to Accelerate the Sales Cycle and Close Deals Faster
Five Ways to Accelerate the Sales Cycle and Close Deals Faster
 
No Happy Holidays for Seasonal Employees
 No Happy Holidays for Seasonal Employees No Happy Holidays for Seasonal Employees
No Happy Holidays for Seasonal Employees
 
Adobe Holiday Retailer Survey 2019
Adobe Holiday Retailer Survey 2019Adobe Holiday Retailer Survey 2019
Adobe Holiday Retailer Survey 2019
 
Adobe 2019 Holiday Shopping Predictions
Adobe 2019 Holiday Shopping PredictionsAdobe 2019 Holiday Shopping Predictions
Adobe 2019 Holiday Shopping Predictions
 
ADI -- Digital Divide 2019
ADI -- Digital Divide 2019ADI -- Digital Divide 2019
ADI -- Digital Divide 2019
 
AdobeStudy: Consumer Banking Insights
AdobeStudy: Consumer Banking InsightsAdobeStudy: Consumer Banking Insights
AdobeStudy: Consumer Banking Insights
 
Adobe Digital Insights -- Connected Car 2019
Adobe Digital Insights -- Connected Car 2019Adobe Digital Insights -- Connected Car 2019
Adobe Digital Insights -- Connected Car 2019
 
Adobe Creative Confidence & Expression Report
Adobe Creative Confidence & Expression ReportAdobe Creative Confidence & Expression Report
Adobe Creative Confidence & Expression Report
 

Recently uploaded

Marketing Plan for The Spark Foundation
Marketing Plan for The Spark Foundation Marketing Plan for The Spark Foundation
Marketing Plan for The Spark Foundation
SyrineTouati
 
How ActiveCampaign Can Grow Your Business.pptx
How ActiveCampaign Can Grow Your Business.pptxHow ActiveCampaign Can Grow Your Business.pptx
How ActiveCampaign Can Grow Your Business.pptx
Rakesh Jalan
 
Integrated Marketing: A Strategic Approach for Modern Marketers
Integrated Marketing: A Strategic Approach for Modern MarketersIntegrated Marketing: A Strategic Approach for Modern Marketers
Integrated Marketing: A Strategic Approach for Modern Marketers
dmprachigupta
 
Poster Design Presentation Grip July 2024.pptx
Poster Design Presentation Grip July 2024.pptxPoster Design Presentation Grip July 2024.pptx
Poster Design Presentation Grip July 2024.pptx
The Sparks Foundation
 
Snapshot of Consumer Behaviors of June 2024-EOLiSurvey (EN).pdf
Snapshot of Consumer Behaviors of June 2024-EOLiSurvey (EN).pdfSnapshot of Consumer Behaviors of June 2024-EOLiSurvey (EN).pdf
Snapshot of Consumer Behaviors of June 2024-EOLiSurvey (EN).pdf
Eastern Online-iSURVEY
 
How AI Drives Success In Digital Marketing-skillfloor.pdf
How AI Drives Success In Digital Marketing-skillfloor.pdfHow AI Drives Success In Digital Marketing-skillfloor.pdf
How AI Drives Success In Digital Marketing-skillfloor.pdf
gchaitya21
 
Kutility Digital marketing Agency service PPT
Kutility Digital marketing  Agency service PPTKutility Digital marketing  Agency service PPT
Kutility Digital marketing Agency service PPT
abhil40256
 
Presentation on CRM - Zoho & Salesforce.pptx
Presentation on CRM - Zoho & Salesforce.pptxPresentation on CRM - Zoho & Salesforce.pptx
Presentation on CRM - Zoho & Salesforce.pptx
utkarshkhera98
 
Personalizing in the Age of AI - John Bourous
Personalizing in the Age of AI - John BourousPersonalizing in the Age of AI - John Bourous
Celebrity Girls Call Mumbai 🎈🔥9930687706 🔥💋🎈 Provide Best And Top Girl Servic...
Celebrity Girls Call Mumbai 🎈🔥9930687706 🔥💋🎈 Provide Best And Top Girl Servic...Celebrity Girls Call Mumbai 🎈🔥9930687706 🔥💋🎈 Provide Best And Top Girl Servic...
Celebrity Girls Call Mumbai 🎈🔥9930687706 🔥💋🎈 Provide Best And Top Girl Servic...
shanihomely
 
Demapro: Your Partner in Strategic Market Insights
Demapro: Your Partner in Strategic Market InsightsDemapro: Your Partner in Strategic Market Insights
Demapro: Your Partner in Strategic Market Insights
arun mishra
 
Ormax Media - Streaming Originals Mid-Year Report.pdf
Ormax Media - Streaming Originals Mid-Year Report.pdfOrmax Media - Streaming Originals Mid-Year Report.pdf
Ormax Media - Streaming Originals Mid-Year Report.pdf
Social Samosa
 
The Brand Clarity Framework, Intentional & Impactful Story-Based Marketing - ...
The Brand Clarity Framework, Intentional & Impactful Story-Based Marketing - ...The Brand Clarity Framework, Intentional & Impactful Story-Based Marketing - ...
The Brand Clarity Framework, Intentional & Impactful Story-Based Marketing - ...
DigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions
 
Emirates : From The Desert To The World
Emirates :  From The Desert To The WorldEmirates :  From The Desert To The World
Emirates : From The Desert To The World
FjorlindaKucuqi
 
Digital Marketing Trends, Experts Insights on How to Gain a Competitive Edge ...
Digital Marketing Trends, Experts Insights on How to Gain a Competitive Edge ...Digital Marketing Trends, Experts Insights on How to Gain a Competitive Edge ...
Digital Marketing Trends, Experts Insights on How to Gain a Competitive Edge ...
DigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions
 
samsung frametv campaign .pdf by pooja patni ( ppt )
samsung frametv campaign .pdf by pooja patni ( ppt )samsung frametv campaign .pdf by pooja patni ( ppt )
samsung frametv campaign .pdf by pooja patni ( ppt )
piapatni26
 
Executives as Influencers – How Leaders Can Earn Influence to Impact Business...
Executives as Influencers – How Leaders Can Earn Influence to Impact Business...Executives as Influencers – How Leaders Can Earn Influence to Impact Business...
Executives as Influencers – How Leaders Can Earn Influence to Impact Business...
DigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions
 
Pillar-Based Marketing Master Class - Ryan Brock
Pillar-Based Marketing Master Class - Ryan BrockPillar-Based Marketing Master Class - Ryan Brock

Recently uploaded (20)

Marketing Plan for The Spark Foundation
Marketing Plan for The Spark Foundation Marketing Plan for The Spark Foundation
Marketing Plan for The Spark Foundation
 
How ActiveCampaign Can Grow Your Business.pptx
How ActiveCampaign Can Grow Your Business.pptxHow ActiveCampaign Can Grow Your Business.pptx
How ActiveCampaign Can Grow Your Business.pptx
 
Mapping The Buyer’s Mind, Crafting Personas For Targeted Marketing Success - ...
Mapping The Buyer’s Mind, Crafting Personas For Targeted Marketing Success - ...Mapping The Buyer’s Mind, Crafting Personas For Targeted Marketing Success - ...
Mapping The Buyer’s Mind, Crafting Personas For Targeted Marketing Success - ...
 
Integrated Marketing: A Strategic Approach for Modern Marketers
Integrated Marketing: A Strategic Approach for Modern MarketersIntegrated Marketing: A Strategic Approach for Modern Marketers
Integrated Marketing: A Strategic Approach for Modern Marketers
 
Poster Design Presentation Grip July 2024.pptx
Poster Design Presentation Grip July 2024.pptxPoster Design Presentation Grip July 2024.pptx
Poster Design Presentation Grip July 2024.pptx
 
Snapshot of Consumer Behaviors of June 2024-EOLiSurvey (EN).pdf
Snapshot of Consumer Behaviors of June 2024-EOLiSurvey (EN).pdfSnapshot of Consumer Behaviors of June 2024-EOLiSurvey (EN).pdf
Snapshot of Consumer Behaviors of June 2024-EOLiSurvey (EN).pdf
 
Digital Trends 2024, Expand Your Digital Horizons - Fernando Angulo
Digital Trends 2024, Expand Your Digital Horizons - Fernando AnguloDigital Trends 2024, Expand Your Digital Horizons - Fernando Angulo
Digital Trends 2024, Expand Your Digital Horizons - Fernando Angulo
 
How AI Drives Success In Digital Marketing-skillfloor.pdf
How AI Drives Success In Digital Marketing-skillfloor.pdfHow AI Drives Success In Digital Marketing-skillfloor.pdf
How AI Drives Success In Digital Marketing-skillfloor.pdf
 
Kutility Digital marketing Agency service PPT
Kutility Digital marketing  Agency service PPTKutility Digital marketing  Agency service PPT
Kutility Digital marketing Agency service PPT
 
Presentation on CRM - Zoho & Salesforce.pptx
Presentation on CRM - Zoho & Salesforce.pptxPresentation on CRM - Zoho & Salesforce.pptx
Presentation on CRM - Zoho & Salesforce.pptx
 
Personalizing in the Age of AI - John Bourous
Personalizing in the Age of AI - John BourousPersonalizing in the Age of AI - John Bourous
Personalizing in the Age of AI - John Bourous
 
Celebrity Girls Call Mumbai 🎈🔥9930687706 🔥💋🎈 Provide Best And Top Girl Servic...
Celebrity Girls Call Mumbai 🎈🔥9930687706 🔥💋🎈 Provide Best And Top Girl Servic...Celebrity Girls Call Mumbai 🎈🔥9930687706 🔥💋🎈 Provide Best And Top Girl Servic...
Celebrity Girls Call Mumbai 🎈🔥9930687706 🔥💋🎈 Provide Best And Top Girl Servic...
 
Demapro: Your Partner in Strategic Market Insights
Demapro: Your Partner in Strategic Market InsightsDemapro: Your Partner in Strategic Market Insights
Demapro: Your Partner in Strategic Market Insights
 
Ormax Media - Streaming Originals Mid-Year Report.pdf
Ormax Media - Streaming Originals Mid-Year Report.pdfOrmax Media - Streaming Originals Mid-Year Report.pdf
Ormax Media - Streaming Originals Mid-Year Report.pdf
 
The Brand Clarity Framework, Intentional & Impactful Story-Based Marketing - ...
The Brand Clarity Framework, Intentional & Impactful Story-Based Marketing - ...The Brand Clarity Framework, Intentional & Impactful Story-Based Marketing - ...
The Brand Clarity Framework, Intentional & Impactful Story-Based Marketing - ...
 
Emirates : From The Desert To The World
Emirates :  From The Desert To The WorldEmirates :  From The Desert To The World
Emirates : From The Desert To The World
 
Digital Marketing Trends, Experts Insights on How to Gain a Competitive Edge ...
Digital Marketing Trends, Experts Insights on How to Gain a Competitive Edge ...Digital Marketing Trends, Experts Insights on How to Gain a Competitive Edge ...
Digital Marketing Trends, Experts Insights on How to Gain a Competitive Edge ...
 
samsung frametv campaign .pdf by pooja patni ( ppt )
samsung frametv campaign .pdf by pooja patni ( ppt )samsung frametv campaign .pdf by pooja patni ( ppt )
samsung frametv campaign .pdf by pooja patni ( ppt )
 
Executives as Influencers – How Leaders Can Earn Influence to Impact Business...
Executives as Influencers – How Leaders Can Earn Influence to Impact Business...Executives as Influencers – How Leaders Can Earn Influence to Impact Business...
Executives as Influencers – How Leaders Can Earn Influence to Impact Business...
 
Pillar-Based Marketing Master Class - Ryan Brock
Pillar-Based Marketing Master Class - Ryan BrockPillar-Based Marketing Master Class - Ryan Brock
Pillar-Based Marketing Master Class - Ryan Brock
 

Adobe Personalization 2020 Survey​ of Consumers and Marketers

  • 1. Adobe Personalization Survey Survey of Marketers and Consumers 2020
  • 2. ©2020 Adobe. All Rights Reserved. Adobe Confidential. Executive Overview • In January and February 2020, Adobe conducted research on over 400 digital marketers and over 1,000 adult consumers on topics related to digital experience personalization • Marketers were asked questions relating to the priority of personalization, budget allocation, use cases, and benefits seen including return on investment • Consumers were asked questions relating to their perception and awareness of personalization, their perceptions of being personalized to, and their relationships with brands across a variety of devices
  • 5. ©2020 Adobe. All Rights Reserved. Adobe Confidential. Digital Maturity: Mostly, We’re Doing OK 5 Most organizations give themselves ‘passing grades’: digitally mature with room to improve, and holding steady within their industry 28% Emergent 39% Focused 27% Advanced 6% Nonexistent Digital maturity × limited or no data, × data and content in silos, × no automation, × low technical capacity o basic data available, o some content integration, o some automation, o growing technical capacity ↑ data, content and processes somewhat integrated, ↑ automation common, ↑ solid and expanding technical skills  data and content mostly integrated,  best practices generally followed,  automation common,  strong technical skills A1 – How would you rate your organization's digital maturity? By digital maturity, we mean the degree to which the company has invested in structure, people, processes, and tools to understand the market, adapt to new conditions, and innovate. Base: All respondents (404). A2 – Which of these statements best describes your organization? Base: All respondents (404). Comparative performance 4% 62% 34% losing ground to other organizations holding steady compared to other organizations outperforming other organizations in the industry
  • 6. ©2020 Adobe. All Rights Reserved. Adobe Confidential. DifferentiationThrough Personalization 6 Only 6 in 10 organizations feel they have extensive personalization. 83% of organizations believe that personalization is differentiating. Among those organizations with extensive personalization, 94% believe that their personalization distinguishes them from their competitors. US/UK (February 2020) B2 – How extensive is your organization's personalization of digital content? Base: All respondents (404) B10 – How much would you say that your organization's personalization of digital content has differentiated your organization from your competitors? Base: Excludes Not sure (379) Differentiation from Personalization 17% 42% 41% Has not differentiated us at all Has somewhat differentiated us Has definitely differentiated us Extent of Personalization 6% 7% 26% 33% 27% 1 - Not at all extensive 2 3 4 5 - Very extensive 13% NET Not Extensive 60% NET Extensive
  • 7. ©2020 Adobe. All Rights Reserved. Adobe Confidential. Channels for Personalization 7 Websites are the most likely to be personalized, even for organizations that do not have extensive personalization. Organizations without extensive personalization lag most mobile apps. US/UK (February 2020) B4a – What channels are you personalizing in today? Base: All respondents (404) C2 - Which channels are the focus of your personalization efforts? Base: All respondents (404) Channels Currently Personalized 86% 77% 66% 62% 62% 30% 0% 61% 33% 57% 15% 20% 13% 11% Website Digital media (digital, social, search ads) Email Mobile app Mobile version of website SMS Other Net Extensive Personalization Net Not Extensive Personalization Focus of Personalization Efforts 28% 21% 51% Organic/owned channels Paid channels Both equally
  • 9. ©2020 Adobe. All Rights Reserved. Adobe Confidential. 18% 10% 16% 12% 11% 13% 9% 7% 3% 1% < 10% 10-19%20-29%30-39%40-49%50-59%60-69%70-79%80-89% 90- 100% Digital Marketing Budget is Moving to Personalization 9 A third of organizations are already spending more than half their budget on personalization of digital content and most organizations are increasing that share. 95% of organizations are maintaining or increasing personalization budget over the next 5 years. US/UK (February 2020) B5 – How much of your digital marketing budget is allocated to personalization? Base: All respondents (404) B6 – As a proportion of you total digital market budget, is your investment in personalization or budget allocation increasing or decreasing over the next 5 years? Base: All respondents (404) Personalization’s Share of Digital Marketing Budget 67% Less than half 33% More than half 4% 29% 50% 17% Decreasing substantially Decreasing somewhat Not changing Increasing somewhat Increasing substantially 5% NET Decreasing 66% NET Increasing Share of Budget for Personalization in Digital Marketing Over the Next 5 Years Budget devoted to personalization is lowest in SMBs (21% more than half), and highest in enterprises (45% more than half) 83% of those already spending more than half of their budget on personalization say it is increasing (34% substantially), compared to 58% of those spending less (only 8% will increase substantially)
  • 10. ©2020 Adobe. All Rights Reserved. Adobe Confidential. Personalization Delivers 10 Personalization provides diverse outcome improvements – measures such as loyalty, revenue, retention and efficiency of marketing spend are all reported to be improved with personalization. Organizations with extensive personalization see significantly greater improvements from personalization. US/UK (February 2020) ) B8 – What ROI or outcome improvements have you seen from personalization? Base: All respondents (404) B9a – For every dollar that you spend on personalization, how many dollars do you get back in ROI? Base: All respondents (404) ROI or Outcome Improvements 53% 49% 43% 38% 27% 25% 24% 1% 10% Loyalty Revenue Retention Efficiency of Marketing Spend Cost-of-Acquisition Conversion Rates Margin Other No improvements have been observed Return Per Dollar Spent 11% 21% 26% 21% 8% 5% 9% Less than 1 1-2 3-5 6-10 11-15 16-20 20 or more
  • 12. ©2020 Adobe. All Rights Reserved. Adobe Confidential. DedicatedTeams for Personalization 12 Half of organizations have dedicated teams for personalization and for managing channels or touchpoints. Most firms with personalization teams also have a separate team for managing channels or touchpoints (and vice versa). Organizations with more than 100 employees are almost twice as likely as organizations with fewer employees to have dedicated personalization (64% vs. 34%) and channels (66% vs. 29%) teams. But mid-sized firms are not less likely to have dedicated teams than firms with 1000+ employees. US/UK (February 2020) C1 – Do you have a dedicated personalization team? Base: Excludes Not sure (380) C1a – Do you have separate team managing channels (or touchpoints)? Base: Excludes Not sure (380) Dedicated Personalization Team 54% 46% Yes No Separate Team for Managing Channels or Touchpoints 52% 48% Yes No
  • 13. ©2020 Adobe. All Rights Reserved. Adobe Confidential. Channel Priorities 13 Organizations give equal priority to acquisition, engagement, and retention. Firms with a low extent of personalization are more likely to prioritize retention. US/UK (February 2020) C3 – If you were to allocate 100 points across each of these goals, what are your organizational priorities? Base: All respondents (404) Mean Share of Personalization Focus Allocated 32% 33% 35% Acquisition Engagement Retention
  • 14. ©2020 Adobe. All Rights Reserved. Adobe Confidential. Cases for Personalization & Direction of Interactions 14 Organizations use personalization for a variety of purposes, foremost recommendations and predictive customer service. Inbound and outbound interactions are given equal priority. US/UK (February 2020) C4 – What cases are you trying to solve with personalization? Base: All respondents (404) C5 – And how do you prioritize between inbound and outbound interaction? Base: All respondents (404) Cases for Personalization 46% 46% 36% 34% 30% 29% 25% 25% 25% 25% 2% Recommend or suggest products to purchase Predictive customer service Email body personalization Email Subject-line personalization or… Next-Best Action Personalized call-center engagement User-Journey orchestration or personalization Recommend or suggest content or articles Recommend or suggest media (video or audio) Next-Best Offer Other Priority of Interactions 21% 70% 9% More on outbound Both equally More on inbound
  • 15. ©2020 Adobe. All Rights Reserved. Adobe Confidential. WorkingToward a Single Profile 15 Only 1 in 4 organizations have all customer data in a single profile, but 60% anticipate being ready in the next 18 months. US/UK (February 2020) C6 – Do you have an omnichannel view of a customer’s journey? Base: Excludes Not sure (347) C6a – Can you coordinate personalized interactions across all channels? : Excludes Not sure (363) C7 – How close is your organization to having a single profile with all customer data? Base: All respondents (404) Omnichannel View of Customer Journey 49% 51% Yes No Interaction Coordination Across All Channels 68% 32% Yes No 26% 34% 19% 7% 14% Currently using, piloting, or in POC Will be ready for testing within 18 months 18 months to 3 years away More than 3 years away No plans 60% Ready within the next 18 months Proximity to a Single Profile with All Customer Data
  • 16. ©2020 Adobe. All Rights Reserved. Adobe Confidential. Barriers to Creating Effective Content 16 All organizations are afflicted with a lack of time and resources. Larger firms (100 employees+) are much more likely to complain of difficulty streamlining, organizational alignment, and a lack of data analysis tools/talent. US/UK (February 2020) Q5 – What is a barrier to creating more effective content for your organization? Base: All respondents (404) Barriers to Effective Content 35% 30% 25% 21% 20% 19% 19% 18% 18% 16% 1% 11% Lack of time Lack of resources (budget and/or team bandwidth) Challenges streamlining processes Lack of customer data Lack of data analysis tools and talent Lack of creativity Lack of strategy Lack of organizational buy-in Organizational alignment Lack of integrated platform Other Nothing - why change what's working? 7% 11% 36% 45% Strongly disagree Somewhat disagree Neither agree nor disagree Somewhat agree Strongly agree 8% NET Disagree 81% NET Agree Focused on Real-Time Data
  • 19. ©2020 Adobe. All Rights Reserved. Adobe Confidential. Devices Used 19 90% 68% 57% 55% 42% 39% 32% 22% 19% Smartphone Laptop computer Tablet Smart TV Desktop computer Gaming console Smart speaker (e.g., Alexa, Google Home) Smart watch Smart home devices, not including voice… Smartphone and computer (90%, 81% ownership) are the most commonly owned devices, although Gen X, Millennials and Gen Z are significantly more likely to own a smartphone. Smartphones are the most used device for browsing the internet and shopping online, particularly for Gen Z and Millennials. This Photo by Unknown Author is licensed under CC % of time device is used to browse the internet 36% 19% 10% 8% 10% 4% 2% 1% 1% Devices owned 44 % 47 % 48% are most likely to shop online using their smartphone69 % 69 % Statistical testing subgroups: Gen Z , Millennials , Generation X , Baby Boomers , Traditionalists USUS/UK (February 2020) s3 -- Which of the following devices do you own? Base: All respondents (1000) a1 -- Thinking about your personal use (excluding work or school), what percent of time do you spend using each of these devices to browse the internet? Base: All respondents (1000) a2 -- Which device are you most likely to use to shop online? Base: All respondents (1000)
  • 20. ©2020 Adobe. All Rights Reserved. Adobe Confidential. Social network use is fairly consistent across generations but Gen Z uses Facebook less than other generations. 20 Top Five Social Networks Gen Z Millennia ls Gen X Boomers
  • 21. ©2020 Adobe. All Rights Reserved. Adobe Confidential. Location Sharing 21 Currently, only 1/4 of consumers have location services turned on for all apps – apps need to make a compelling case to be allowed this access. Millennials are most likely (39%) to allow unlimited location access. Maps/GPS and Weather apps are most likely to be given location access. 2/3 of consumers are willing to share their location with an app in order to be informed about events or deals, or when near a store. Statistical testing subgroups: Gen Z , Millennials , Generation X , Baby Boomers , Traditionalists Would allow a mobile app to know location for events, deals, notifications 61% 71 % 73 % 80% 69% 36% 32% 32% 30% 24% 21% 19% 2% Maps / GPS Weather Social media networks Health/fitness tracking Brands that I shop regularly Camera / Video Games Brands that I shop… Streaming Music/Video Other Allow mobile apps to know location 27% 52% 21% Yes, turned on for all apps Yes, but only for some apps No 39 % 68 % 41 % 42 % 34 % 24 % 77 % US/UK Results (February 2020) a3a - Do you allow mobile apps to know your location? Base : All respondents (1000) a3b - Which types of apps do you allow to know your location? Base : Allow apps to know location(791) a3c - Would you allow a mobile app from a brand to know your location so that they can inform you when you are near a store, outpost, event, or deal? Base : Allow apps to know location (764) Types of apps allowed to know location
  • 22. ©2020 Adobe. All Rights Reserved. Adobe Confidential. Offers and Ad Blocking 22 Over half of consumers have opted in to receive marketing messages on mobile apps, while fewer (4 in 10) are likely to opt-in for email or text notifications. Consumers are careful sharing personal information, with many saying they limit form completion to only required fields. Use of ad-blockers is common on computers, less so on mobile devices (43%, 34%). Statistical testing subgroups: Gen Z , Millennials , Generation X , Baby Boomers , Traditionalists US/UK Results (February 2020) a5 - Do you enable push notifications on mobile apps to get up-to-date offers or alerts? Base : All respondents (excluding ‘Not sure’ (913) a6 - Do you generally opt-in or opt out of communications from brands you engage with, when the communications are. Base : All respondents (1000) a8 - When asked to fill out a profile on a brand's website or app, do you complete the task? Base : All respondents (1000) a9 - Do you run ad-blocking technology on your personal devices? If so, which ones? Base : All respondents (1000) Enable Push Notifications 55% 62% Block Ads on at least 1 device 69 %72 % 72 % 40% 33% 37% 36% 27% 31% 24% 41% 32% Email Text In-app notifications Opt-out Don't care Opt-in Communication from Brands 40% 49% 2% 10% Yes, I fill it in completely I only fill in what is required I use fake info I don't fill it in Complete Profile for Brand 52 % 52 % 57 % 16 %
  • 23. ©2020 Adobe. All Rights Reserved. Adobe Confidential. Brand Communication 23 Most consumers are willing to receive communications from brands (especially via email), but currently say they are too frequent. Millennials are the most likely to want more frequent communication from brands and less likely to say they currently receive too many emails. Statistical testing subgroups: Gen Z , Millennials , Generation X , Baby Boomers , Traditionalists US/UK Results (February 2020) b1 - How often would you like to receive communication from brands that you engage with? Base : All respondents (1000) b2 - Do you currently receive the right amount of emails from brands that you engage with? Base : All respondents (1000) 33% 26% 26% 34% 25% 29% 24% 21% 20% 10% 28% 25% Email Text In-app notifications Never NET A few times a month/Once a month/A few times a year NET A few times/Once a week NET Multiple times/Once a day Receive ‘Too Many’ emails from brands 53% Gen Z 49% Millennials 59% Gen X 53% Baby Boomers Desired Frequency of Communication 44% 36% 40%
  • 25. ©2020 Adobe. All Rights Reserved. Adobe Confidential. Brands images representing the consumer 25 Consumers don’t feel like they “see themselves” in the websites of the brands they engage with. Brands can better reflect age, interests, and body type. For younger consumers, interests is of the utmost importance, and for males, both age and interests are important. Statistical testing subgroups: Gen Z , Millennials , Generation X , Baby Boomers , Traditionalists, Males Fem US/UK Results (February 2020) b4 - When you go to the website of brands that you engage with, do you see yourself reflected in the images shown? Base : All respondents (1000) b4b - How can websites do better in reflecting you and your comm unity online? Base : All respondents (1000) Do brand image reflect you? 8% 22% 36% 26% 8% Strongly agree Somewhat agree Neutral Somewhat disagree Strongly disagree 34% NET Agree 30% NET Disagree 46 % 37 % 37% 34% 30% 26% 16% 13% 1% 32% Age Interests/hobbies Body Type Gender Ethnicity Accessibility Other None of these How websites can better reflect you and your community 41 % 37 % 38 % 28 % 47 % 35 % 47 % 39 % 41 %
  • 26. ©2020 Adobe. All Rights Reserved. Adobe Confidential. Personalized Experiences 26 US/UK Results (February 2020) b5 - Does having Personalized experiences on websites and mobile apps, and in the communications from the brand, change your perception of the brand? Base : All respondents (1000) c1 - How important is seeing Personalized products, content, offers, or experiences to you when shopping online or considering a service online? Base : All respondents (1000) Nearly half of consumers say personalized experiences on websites they engage with is important. Millennials give personalized content higher importance than other generations. 3% 11% 51% 24% 11% Much more negative Somewhat more negative No difference Somewhat more positive Much more positive 14% Negative 35% Positive 10% 13% 35% 30% 12% Not at all important Somewhat unimportant Neutral Somewhat important Very important 23% Low importance 42% High importance Affect of Personalized Experiences on Brand Perception Importance of seeing Personalized content Statistical testing subgroups: Gen Z , Millennials , Generation X , Baby Boomers , Traditionalists, Males Fem 17 % 26 % 48 % 44 % 53 %
  • 27. ©2020 Adobe. All Rights Reserved. Adobe Confidential. Recommendations 27 US/UK Results (February 2020) c2 - When seeing product or content recommendations like 'people who bought this also bought that', do you view the additional recommendations? Base : All respondents (excluding ‘Not sure’) (978) c3 - Thinking about your most recent shopping experience, where you viewed other product recommendations, how well suited were the product recommendations to you? Base : All respondents (1000) c6 - Do you watch new movies or TV shows based on suggestions or recommendations from the app or service? Base : All respondents (1000) c4 - Do you shop using product recommendations? Base : All respondents (1000) Consumers sometimes view and shop based on product recommendations, which are generally well suited to them. Younger consumers are more likely to both use recommendations and find them suitable. 27 Statistical testing subgroups: Gen Z , Millennials , Generation X , Baby Boomers , Traditionalists, Males Fem Suitability of Recommendations 13% 34% 39% 13%Very well suited Somewhat well suited Neutral Somewhat poorly suited Very poorly suited 52% NET Well Suited 15% NET Poorly Suited 64 % 60 % 9% 13% 28% 32% 30% 23% 24% 17% 9% 16% Never Rarely Occasionally Sometimes All the time Frequency of Using Recommendations 11% 22% 51% 16%Never Sometimes Most of the time Always View Additional Recommendations Shop using product recommendations Watch movies/TV based on app/service recommendations 36 % 28 % 60 % 24 % 17 % 38 % 30 % 13 % 23 % 49 % 37 % 24 % 30 % 20 % 18 %
  • 28. ©2020 Adobe. All Rights Reserved. Adobe Confidential. The most compelling recommendation messages are… 28 US/UK Results (February 2020) c5 - What kinds of recommendations are most impactful for you? Base : All respondents (1000) 19% 16% 18% 14% 13% 8% 6% 5% 20% 18% 13% 12% 11% 8% 9% 9% 13% 16% 13% 14% 11% 12% 11% 10% Based on your favorite Recommended for you People also bought Most popular Because you watched People like you Trending now Other people liked this Ranked first Rank 2 Rank 3 NET Top 3 52% 50% 45% 40% 35% 28% 26% 24% 61 % 33 % 28 Statistical testing subgroups: Gen Z , Millennials , Generation X , Baby Boomers , Traditionalists, Males Fem 33 % 44 % 49 % 28 %
  • 30. ©2020 Adobe. All Rights Reserved. Adobe Confidential. The most frustrating aspects of online content are… 30 US/UK Results (February 2020) c7 - When engaging with a brand's content, what experiences frustrate you the most? Base : All respondents (1000) 30 Statistical testing subgroups: Gen Z , Millennials , Generation X , Baby Boomers , Traditionalists, 41% 37% 25% 19% 18% 16% 15% 13% 13% 12% 10% 10% 8% 8% 5% Pop-up ads / Alerts / Cookies Spam email Slow page load Offers that no longer exist, are irrelevant to you, are difficult to access Website doesn't go back to where I left off Looking at too many pages/screens to find content Irrelevant recommendations/content Sound plays automatically Content not available Cluttered content and design Difficult path to purchase between browsing and checkout Page doesn't remember me when I come back Content isn't Optimized for the device I am using Unable to engage with content beyond reading it (e.g., try, buy or share) Crowded navigation panel 30 % 12 %
  • 32. ©2020 Adobe. All Rights Reserved. Adobe Confidential. Who participated in this research? How was this research conducted? Sample Frame • 404 professionals completed this survey online (302 US and 102 UK) • To qualify: • Aged 18 or older • Work FT/contract • Work involves advertising, marketing, UX/UI, brand, demand generation, communications, or product marketing • Participants were recruited from an actively managed online panel (Lucid). As such, this should be considered a non-probability sample. • Participants were recruited using a “nationally representative outgo” in order to closely align to the US/UK population demographics. • Participants are incented using rewards points for participation • Research was conducted between February 19th-21st, 2020. • No weighting of data was required. • Margin of error is +/- 4.9 percentage points at the 95% confidence level • Participants were required to complete the survey online, and own a mobile device (mirroring the adult online population in the US and UK). Methodology: Marketer Survey
  • 33. ©2020 Adobe. All Rights Reserved. Adobe Confidential. 8% 22% 27% 28% 16% 0-5 6-10 11-20 21-50 50+ years Years in existence Organizational Profile US (January 2020) D3 – Which of these best describes your organization's primary industry? Base: All respondents (404) D1 – What is the annual US$ revenue of your company, including all divisions and subsidiaries? Base: excl. prefer not to say & don’t know (383) D6 – How many years has your company been in existence? Base: excl. prefer not to say (403) S2 – How many employees does your organization have? If contractor, organization spending the most time with. Base: excl. don’t know (395) D4 – Does your company provide products or services for ... ? Base: All respondents (404) D8 – Where is your company headquartered? Base: US (302), UK (104) D5 – What is your company’s reach, in terms of customers served? Base: All respondents (404) 36% 10% 13% 10% 13% 12% 6% <25 mil 25-49 mil 50-99 mil 100-499 mil 500-999 mil 1-9 bil 10+ bil Annual revenue, US$ or GBP Markets served Local & regional National & international 40% 60%21% 23% 57% B2C B2B Both Target customer Headquarters 19% WEST 22% MIDWEST 33% SOUTH 26% NORTHEAST Primary industry 34% 33% 33% Organization size
  • 34. ©2020 Adobe. All Rights Reserved. Adobe Confidential. 3% 19% 35% 21% 22% <1 year 2-5 6-10 11-20 20+ years Respondent Profile 34 US (January 2020) S3 – Which of the following best describes the functional area that you work in? Base: All respondents (404) S4 – What is your involvement, if any, in the following activities… Base: All respondents (404) S5 – Which of the following best describes your job level? Base: All respondents (404) D7 – How long have you been working in your professional career? Base: Excl. prefer not to say (403) Years in professional careerArea of work 33% 6% 12% 9% 26% 14% Executive (C-level) Vice President Director Senior manager Manager Analyst / Individual Contributor Job level Involvement in marketing activities 42% 36% 30% 30% 29% 27% 27% 26% 23% 22% 21% 20% 19% 13% 12% 12% 11% Customer Experience Product Management Customer Insights/Analytics Comms/Field/Operations Digital Marketing Brand Management Ecommerce Advertising Product Marketing Content Marketing Marketing Intelligence Campaign Marketing Growth Marketing UX/UI Demand Generation Marketing Architect Segmentation/Audience Strategy
  • 35. ©2020 Adobe. All Rights Reserved. Adobe Confidential. Methodology: Consumer Survey 35 Who participated in this research? How was this research conducted? Sample Frame • 1,000 Adults completed this survey online (800 US and 200 UK) • To qualify: • Aged 18 or older • Own a mobile device • Participants were recruited from an actively managed online panel (Lucid). As such, this should be considered a non-probability sample. • Participants were recruited using a “nationally representative outgo” in order to closely align to the US/UK population demographics. • Participants are incented using rewards points for participation • Research was conducted between February 19th-21st, 2020. • No weighting of data was required. • Margin of error is +/- 3.1 percentage points at the 95% confidence level • Participants were required to complete the survey online, and own a mobile device (mirroring the adult online population in the US and UK).
  • 36. ©2020 Adobe. All Rights Reserved. Adobe Confidential. Profile of Participants 36 US/UK (February 2020) S0 – What country do you live in? Base: All respondents (1000) S2 – In what year were you born? Base: All respondents (1000) D3 – What is the highest level of education you have completed? Base: Excl. prefer not to say (993) D4 – Are you…? [marital status] Base: Excl. prefer not to say (989) S1 – What is your gender? Base: All respondents (1000) Q7 – Where in the US do you live? [state] Base: Excl. prefer not to say (US: 792 / UK: 199) D2 – Do you have children in the home? If so, what ages? Base: Excl. prefer not to say (980) D5 – Which of these best describes you? [employment] Base: Excl. prefer not to say (978) D1 – How would you describe your neighborhood? Base: All respondents (1000) D6 – What was your total household income before taxes during the past 12 months? Base: Excl. prefer not to say (US: 784 / UK: 187) 11% 34% 18% 32% 4% Age 51% 49 % Gender 18% WEST 22% MIDWEST 41% SOUTH 20% NORTHEAST US & UK Region Urban 30% Suburban 50% Rural 21% Neighborhood Suburban includes ex-urban— a mainly residential commuter town (4%). No children in the home 68% Less than 5 years old 11% 5-12 years old 16% 13-17 years old 13% 8% 19% 21% 17% 15% 17% 2% 14% 40% 25% 12% 7% 2% 1% Under 10K 10-29,9K 30-49,9K 50-69,9K 70-99,9K 100-… 250K+ US ($) UK (£) Single 31% Married/with partner 54% Divorced/separated 11% Widowed 4% Children in the homeMarital status Gen Z 1996 or later Millennials 1977—1995 Generation X 1965—1976 Baby Boomers 1946—1964 Traditionalis ts 1945 or earlier Employment status IncomeEducation High school or less 29% Some college 32% College graduate 24% Post-graduate 14% Some college includes vocational/ technical school (7%). Full-time 45% Part-time 13% Homemaker 16% Student 5% Retired 22% 58% workin g South East 16% East Midlands 8% North West 15% Yorkshire and the Humber 7% London 10% North East 7% South West 9% Wales 7% Scotland 9% West Midlands 6% East of England 8% Northern Ireland 1%
  • 37. ©2020 Adobe. All Rights Reserved. Adobe Confidential. Methodology • This research was sponsored by Adobe and conducted by Advanis. For information about data collection, please contact Lori Reiser (lori_reiser@advanis.net) • Advanis is a member of the Canadian Research Insights Council (CRIC). This research fully complies with all CRIC Standards including the CRIC Public Opinion Research Standards and Disclosure Requirements.