Guide Topics:

What are the gaps between customer expectations and marketing reality?

Why are brands struggling so much to connect with their audiences?

Why aren’t marketing organizations doing more to simplify customer engagement?


Today’s consumers are more sophisticated than ever. A competitive advantage requires marketers to engage their audiences in innovative ways, taking their interests and past shopping behavior into account. According to Retail DNA, 55% of consumers are willing to pay more for personalized products and experiences—yet brands are failing to provide them the option.

To explore this, our team conducted a survey of marketing and customer engagement professionals to understand how they are (or aren’t) optimizing technology to craft better experiences for their customers.