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4 Personalization Trends in Marketing [2022 Data]



4 Personalization Trends in Marketing [2022 Data]

A 2021 Mckinsey & Company report found that 78% of consumers are more likely to make repeat purchases from brands that personalize. Nearly 80% are also more likely to refer their family and friends to these companies.

As we know, personalization is the name of the game in customer experience nowadays. In this post, we’ll dive into key personalization trends you should know in 2022.

Demand for personalization is increasing.

According to Twilio’s 2022 State of Personalization Report, 62% of consumers say a brand will lose their loyalty if they deliver an un-personalized experience, up nearly 20% from 2021.

Another report by Zendesk suggests that customer experience is more important to consumers now than it was before.

personalization trends in marketing: Zendesk report shows that half of consumers say customer experience is more important to them than it was a year ago

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This uptick in a need for personalization didn’t just start recently, it grew in part due to the pandemic in 2020. This was a time of uncertainty that forced most consumers indoors and online for an extended period of time.

The Mckinsey & Company report reported that 75% of consumers tried a new shopping behavior during the pandemic. Consumers are seeking more valuable experiences from the brands they engage with.

In fact, the same study revealed that over 70% of consumers now expect personalization and are frustrated when they don’t find it – making personalization a must-have for today’s brands.

Online personalization is prioritized.

According to a 2021 Zendesk report, 65% of customers want to buy from companies that offer quick and easy online transactions.

The report also found that online companies are outperforming, with ecommerce brands leading in consumer engagement.

Here’s why: Online offers many more opportunities for personalization than in-person. You can target users to see your ad then follow them through their journey, as they discover your products and consider purchases.

personalization trends in marketing: a visual display of online vs. offline personalization during each stage of the buyer's journey

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In-person, customers typically see generic displays followed by generic store experiences. Meanwhile, brands are unable to collect any data regarding items customers viewed and considered unless there was a purchase.


With these obstacles, many brands find it easier to personalize their marketing efforts online.

Omnichannel is the main way forward.

Only 35% of companies feel they are successfully achieving omnichannel personalization, up 13% from 2021 – according to Twilio’s 2022 State of Personalization report.

With consumers now actively engaging across multiple channels, effective personalization depends on an omnichannel approach that meets consumers where they are, not where brands expect them to be.

One 2021 report by Vonage revealed that 26% of consumers are very likely to stop buying from a business if they can’t switch between communication channels.

However, McKinsey & Company notes some roadblocks to a seamless omnichannel strategy. Here are the two main ones:

  • Traditionally, digital and customer-facing channels work independently so changing requires interlinking software and hardware.
  • It involves changing the customer journey flow, which involves retraining staff and updating the process.

While these aren’t minor challenges, they can be addressed with the right team and resources.

Companies will prioritize first-party data as privacy concerns mount.

With the end of third-party cookies and the recent data privacy laws, brands have had to pivot their approach to collecting data. This shift has caused a domino effect, impacting personalization strategies.


According to Twilio’s 2022 State of Personalization Report, 37% of brands exclusively use first-party data to personalize customer experiences, a six percentage point increase compared to 2021.

Why? The first reason is higher quality data, according to 54% of respondents. The report shows that accurate data is a particular challenge for brands, keeping them from fully implementing personalization strategies.

Other reasons include better privacy and easier management.

Collecting first-party data enables companies to make better decisions more quickly and integrate their systems more easily for a seamless experience – for both marketers and consumers.

Key Tips About Personalization

  1. Customization is not personalization. Customization is explicit, while personalization is implicit.
  2. You can achieve intent-driven personalization by understanding what people engage with on your site.
  3. Never forget that no matter how much technology changes, the key to great marketing is having an in-depth understanding of users.
  4. The future of marketing is in making websites, products, or experiences personal in a deeply meaningful way.
  5. The personalization of search results offers an opportunity to increase your visibility for really relevant searches.
  6. The potential to engage customers contextually based on a need and serve that in real-time will drive mobile devices as they become payment vehicles.
  7. Personalization has moved beyond segmentation to algorithmically-driven content.
  8. Personalization is about leveraging what you can from individuals when they come to your inbound customer touch-points.
  9. Don’t think about the different groups you want to market to. Think about the power of one and how to reach that person in the most customized and creative way.
  10. The three-step approach to personalization is: listen, educate, and engage.
  11. Think in terms of customer-centric recommendation engines rather than company-centric selling engines.
  12. Personalization is about creating a natural conversation between companies and customers.
  13. The three keys to balancing personalization and privacy are company transparency, consumer choice, and accountability.
  14. With personalized ads, the goal is to reach the highest point of relevance at the lowest sense of intrusion.
  15. Instead of thinking of data privacy as a limitation, consider that what needs work might be the value proposition.
  16. Marketers can get too focused on the details and forget to focus on the most important aspect: relevancy.
  17. Personalized marketing is not just for customers and prospects – it can affect change within an organization.
  18. We’ve moved from opt-in, permission-based, and customized address fields in personalization to online relevant conversations that engage and excite.

Editor’s Note: This post was originally published in Dec. 2021 and has been updated for comprehensiveness.

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7 Critical Factors You Must Consider When Choosing RPA Tools



Robotic Process Automation is a technology that makes it easy for businesses to build, deploy and manage bots that can replicate humans interacting with digital systems and software. These bots can perform structured and pre-defined tasks such as filling out a form, processing a financial transaction or sending messages.

The core purpose of robotic process automation is to automate mundane and repetitive tasks so that your employees don’t waste their time on those tasks and focus on more value-driven activities with automatic employee monitoring software. Yes, a human first has to define the workflow for a bot for it to work but once done, it can perform most tasks automatically.

Advantages of Robotic Process Automation

Here are some of the advantages of robotic process automation:

  • Optimal resource utilization
  • Save time
  • Reduces cost
  • Minimize errors
  • Increases business capacity

Disadvantages of Robotic Process Automation

Some of the disadvantages of robotic process automation are:

  • Requires monitoring and maintenance
  • Not capable to extract information from unstructured datasets
  • Can not automate complex tasks
  •  The time-consuming and costly setup process

In this article, you will learn about seven critical factors you must take into account when choosing robotic process automation tools for your business.

Before discussing factors you should consider when buying robotic process automation tools, it is important to understand that every robotic process automation tool has its own format and does not offer any kind of portability. This means that there are no standards so the one size fits all formula does not apply here.

Make sure that the robotic process automation software you are planning to buy has all the features you need along with some handy extras. Ask for proof of concept before rollout and only buy the software when you are sure that it is the right choice to meet your business needs.

7 Factors To Consider When Buying RPA Tools

Here are seven factors you must consider when buying a robotic process automation software

1.  Ease of bot setup

Setting up a robotic process automation software can be a daunting challenge for businesses as it can take a lot of time and resources. That is why it is imperative that enterprises invest in robotic process automation tools that are easy to set up and use.


It must also allow a level of customization and let businesses create custom bots for different buyer personas. Developers should be able to call the robotic process automation tool API when writing code for automation.

2.  Low-code capabilities

Gone are the days when only experienced developers could create websites and apps. With the advent of low code tools, anyone can now create an app even with little to no coding knowledge(accounting app, management app, etc.). Low code development lets you drag and drop ready-made components from the tool library and write small code snippets for functions that are not present in the tool library of the tool. Choose robotic process automation tools that offer these low code capabilities.

3.  Machine learning capabilities

As mentioned before, robotic process automation software struggles when it comes to extracting actionable insights from unstructured datasets. Since a major chunk of company data is in unstructured form, it makes robotic process automation tools useless.

That is where the machine learning capabilities of these robotic process automation tools come in handy. With these capabilities, it can parse through documents, find information and return it to users. This can enhance the user experience and boost customer loyalty. Some vendors might give this a fancy name but the functionality remains the same.

4.  Integration with enterprise applications

Another important factor you can not afford to ignore when buying robotic process automation software is compatibility with enterprise applications. At the end of the day, your robotic process automation software’s utility is highly dependent on how these tools can integrate with your existing business application. This is about your data integration with supermetric alternatives and so on.

Its capability to extract data from your existing business applications matters most. Does your robotic process automation tool offer plugins to seamlessly connect it with your database, accounting systems, HR systems, appointment setting services and ERP systems? If yes, then you should certainly consider it as an option if it fulfills all your requirements.

5.  Orchestration and administration

Before these bots can take care of mundane tasks, you will have to first configure them and feed them with the right information as well as a secure credential. This secure credential is usually stored in a credential store. If you want other users to use your bots, you will first have to authorize and authenticate them.

You should also allocate resources for certain bots which trigger when a special event occurs. Once you have set it up, now you have to monitor it so it can work without human involvement. You will have to constantly improve its machine learning capabilities so it does not need human support when performing tasks.


6.  Process and task discovery and mining

Identifying business processes you want to automate and prioritizing them is critical for the success of your robotic process automation implementation. Unfortunately, it is also the most time-consuming part of the process as well.

The more your robotic process automation software lets you mine for processes from system log and construct task flows by observations, the easier it will be for you to implement it and automate your business processes. Look for robotic process automation tools that make task discovery and mining painless.

7.  Scalability

If you are planning to implement robotic process automation throughout the organization, you will bump into scalability issues. The best way to resolve these scalability issues is to implement them in the cloud, in containers or via virtual machines. If the orchestration component can allocate extra bots when needed, solving the scalability problem is not a problem.

At the end of the day, the success and failure of your robotic process automation rest on identifying the best tasks and processes to be automated. Make sure to document every step involved in the process. Never cut corners in testing cycles because it can lead to some missing links in your robotic process automation systems.

What factors do you consider when selecting a robotic process automation software? Share it with us in the comments section below.

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