Consumer attitudes towards personalization & customer experience worldwide 2020-2022

The importance of the shopping experience and consumers' expectation of personalized service from companies have risen in recent years. In 2022, almost three-quarters (73 percent) of consumers expected companies to comprehend their individual shopping requirements and expectations, in contrast to two-thirds of respondents expressing the same sentiment in 2020. During this two-year period, respondents anticipating personalized offers increased from 52 percent to 56 percent. Furthermore, the enhanced personalization and improved user experience have, in turn, reduced the number of shoppers who feel like they are mere statistics for companies.