Almost two-thirds of Poles buy products from personalized offers

The "Customer Experience - Era of New Experiences" report by PZU, Norstat, and Digital University identifies key trends shaping customer relations. Hyper-personalization, omnichannel, automation, data analysis, and ESG are highlighted. According to the report, 63% of customers often or sometimes buy products or use services offered in a personalized manner, 45% opt for offers included in newsletters, emails, or in-app notifications, and 52% choose movies, music, or articles based on recommendations (derived from their individual history). 33% of customers admit that companies accurately predict their needs. The authors of the report also indicate that 24% of experts state that their companies already utilize hyper-personalization, although it is primarily the domain of large firms (35%).

Paczkomats and self-checkout are popular automation choices. Data analysis and integration are crucial for customer relations, and 61% of customers support ESG development. The report underscores the need for smart technology use and anticipates continued growth in these trends.

Source: ISBnews