More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementation. In this session we’ll cover: • A pulse check on retailers’ priorities heading into 2024 • Cross-channel personalization and cracking frictionless omnichannel CX • AI and the potential for personalization • Our recommendations based on the state of the industry

5. The Personalization
Playbook: Strategies for
IT Leaders
● How 400+ global retailers build their personalization strategies
● The focus areas tech leaders are prioritizing heading into 2024
● IT leaders' plans to upgrade their infrastructure this year
● How retailers are using AI to boost personalization efforts
● Why digital agility is key to running personalization at scale

6. Building Omnichannel
Excellence
74% of IT leaders want to improve
their tech stack to offer better
personalization opportunities
● 90% of US retailers likely to improve tech
stack
● 77% of Canadian retailers likely to
improve tech stack
● 63% of German retailers likely to
improve tech stack – least inclined
How do the top priorities of retailers differ across markets?

7. Digital Leader or
Laggard?
● 1% of respondents consider their company
a digital leader
● 45% stated processes are convoluted,
manual, or built on legacy infrastructure
● 3% of Canadian retailers consider
themselves a digital leader
On a scale of 1-5, how would you rank your company’s
digital agility?

8. Composable
Commerce
Survey says:
● 91% of retailers say composable
architecture is important
● Only 2% are fully composable
Composable commerce requires bringing
together different technologies to create a
flexible and agile system

9. Frictionless
Omnichannel CX
Shoppers tend to browse in-store and
purchase online
● Retailers need to bridge the gap
between the two
● It’s popular to surface the Endless Aisle
in-store—customers can purchase
items available in other stores or online
Heading into 2024, what channels will you be
prioritizing for personalization? Choose up to three.
What channels are markets prioritizing for personalization?

10. Bridging the Online
and Offline Gap
● Retailers are keen to remove the barriers
● Bring composable technologies into the
tech stack to connect the two
How to achieve this?
Decomposing backend and frontend
commerce

11. Barriers to
Personalization
What are the top 3 barriers to personalization?
● Budget
● Customer privacy concerns
● Unusable or limiting tech
What challenges prevent your organization from offering better
customer personalizations, if any? (Select all that apply)

12. Personalization Opportunities
Retailers want to improve the
personalized CX in 2024
Respondents say they will prioritize
email, mobile apps, and web as
the top 3 channels
74% of IT leaders want to improve
their tech stack for better
personalization

13. AI for Personalization
Retailers see potential in AI:
● 65% say they already use AI for
personalization tasks
● 30% are still exploring the capabilities
AI can analyze customer data and provide
recommendations
What role, if any, does artificial intelligence play in
your current personalization strategy?

14. Collaboration for
Personalization
● Only 25% of teams work collaboratively
on personalization projects
● Tech and marketing collaboration is
essential to deliver a cross-channel CX
● Personalization needs tech, data, and
creativity together

15. Now’s the Time to
Personalize!
In 2024, retailers need to:
● Reduce costs, increase digital agility,
and enhance personalization
● Make commerce frictionless by bridging
the online and offline gap
● Embrace AI and collaboration for a
personalized cross-channel CX