77% of nonprofit organizations, which rely heavily on engagement, state that personalization is a high or critical priority for 2022.

Statistic Info

Personalizing the customer journey should be a top priority for businesses since it’s proven that it increases customer engagement. Overall, it makes the customer feel like they’re valued and heard.

Author: Twilio

More Related Stats

Twilio

CRM systems have the potential to increase revenue by 29%.

It is estimated that the global CRM market’s value will grow by over 245% by 2028.

32% of customers will walk away from a brand they love after a single bad experience.

PWC found that the number of companies investing in the omni-channel experience has jumped from 20% to more than 80%

Companies with highly engaged employees outperform their competitors by 147%

51% of consumers feel it is important to get a personalized experience across all digital channels within a brand.

Around 50% of consumers will use mobile messaging apps for customer service and support.

More than 60% of failed customer support calls could have been solved with better access to data.

Email tops the list of channel utilization with 18.1%

24.6% of marketers have a customer relationship management (CRM) platform as their primary customer engagement tech stack.

More 2022 Stats

43% of support teams are now prioritizing increasing workflow efficiency

72% of consumers say relevant content delivered at the right time and place boosts their trust.

32% of respondents say their organizations are failing to properly distribute data-driven customer insights throughout the organization.

60% of executives don’t feel their organization is tailoring their communications well with their current tools.

56% of survey respondents are encouraging greater cross-functional team collaboration over the next 18 months with the explicit aim of improving customer engagement.

88% of businesses say customer engagment is critical to their bottom line.

93% of customers are more likely to remain loyal to companies with excellent support.

44% of businesses say that siloed efforts with no collaboration are one of the biggest impediments to successful customer engagement.

Recent data reveals that 90% of companies report that they are planning to deploy AI by 2022.

95% of customers choose a business that offers help through all the stages of the purchase.