Summary

Given the wide range of options for the digital and physical ordering, fulfillment, and after-service care available to both consumers and businesses, a one-size-fits-all approach to CX is not only outdated, but a recipe for driving customers away. That is why providing a personalized and optimized CX remains a widespread goal of both business-to-consumer (B2C) and business-to-business (B2B) companies seeking to create deeper, more customer-centric interactions that are the hallmark of driving customer loyalty and a higher amount of repeat business.

Providing such a personalized and optimized experience requires a multifaceted approach, which involves understanding each customer’s specific preferences and desires, assessing their typical customer journey from initial contact through post-sales interactions, and ensuring that the organization has unfettered access to the data and software tools to create and nurture these one-to-one experiences. Many companies are faced with challenges delivering on their personalization & optimization efforts, often due to the presence of data silos, which prevent applications and agents from easily accessing the information that can limit their ability to identify the preferences, triggers, and processes that are most preferred by customers. Further, an overuse of personalization can negatively impact the CX if customers are questioning how certain personal information was captured, and whether its use feels overly intrusive or even creepy.

This Dash Research report focuses on the market drivers and barriers to the adoption and use of platforms, applications, and services that enable greater personalization and optimization across all facets of CX. The report also details several B2C and B2B case studies and includes best practices for deploying personalization and optimization within an organization. Market forecasts covering the 2019 to 2026 period for software and services that provide personalization and optimization functionality are provided, covering 20 industries and 5 geographic regions.

Key Questions Addressed:

• How are companies using personalization and optimization to support their CX efforts?
• What are the key drivers of personalization and optimization for CX applications and platforms?
• What are the key functions within CX that personalization and optimization can support or enable?
• What barriers exist that may hinder the adoption of personalization and optimization within CX platforms or applications?
• What are the relevant regulatory issues of which CX professionals using personalization and optimization should be aware?
• What are some examples of personalization and optimization that are being used in the real world?

Who Needs This Report?

• CX practitioners
• Marketing/sales managers
• C-Suite and strategy directors
• IT integration specialists
• Logistics specialists
• Loyalty managers
• Contact center managers
• Investor community

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Table of Contents

Table of Contents

1. Executive Summary
   1. Introduction
   2. Market drivers
   3. Market barriers
   4. Market forecasts
   5. Dash Research insights
2. Market Overview
   1. Defining personalization & optimization
      1. Market drivers
         1. Shift to digital has increased the amount of data available
         2. Customers expect personalized and optimized experiences across all channels
         3. Personalized offers are driving revenue growth
         4. Automation and AI allow more efficient personalization & optimization
         5. Shift from traditional sales models to a customer-centric loop approach
      2. Market barriers
         1. Balancing personalization & optimization against feelings of intrusion
         2. Data quality issues
         3. Data governance, privacy, and security concerns
         4. Challenges with shifting sales and marketing approach from a sales loop to a customer engagement model
3. Case Studies
   1. B2C case studies
      1. Amazon
      2. Sephora
      3. Nike
   2. B2B case studies
      1. ASME GuideBox
      2. Matillion
   3. Recommendations
      1. Personalization
      2. Optimization
4. Market Forecasts
   1. Forecast overview
   2. Personalization & optimization CX software, global market forecasts
      1. Geographic segmentation
      2. Market segmentation
      3. Product offering segmentation
      4. Industry segmentation
      5. Conclusions
5. Acronym and Abbreviation List
6. Table of Contents
7. Table of Figures
8. Appendix
   1. Scope of study
   2. Sources and methodology
   3. Forecast methodology
   4. Copyright notice

Charts, Tables, and Figures

Charts

• Personalization & Optimization Software and Services Revenue by Region, World Markets: 2019-2026
• Personalization & Optimization Software and Services Revenue by Segment, World Markets: 2019-2026
• Personalization & Optimization Software and Services Revenue by Product Offering, World Markets: 2019-2026
• CX/CE Personalization & Optimization Software and Services Revenue by Industry, World Markets: 2019-2026
• CE Personalization & Optimization Software and Services Revenue by Industry, World Markets: 2019-2026
• CX Personalization & Optimization Software and Services Revenue by Industry, World Markets: 2019-2026
• Personalization & Optimization Services Revenue by Region, World Markets: 2019-2026
• Personalization & Optimization Application Revenue by Region, World Markets: 2019-2026
• Personalization & Optimization Platform Revenue by Region, World Markets: 2019-2026
• Personalization & Optimization Software and Services Revenue by Product Offering, North America: 2019-2026
• Personalization & Optimization Software and Services Revenue by Product Offering, North America: 2019-2026
• CX/CE Personalization & Optimization Software and Services Revenue by Industry, North America: 2019-2026
• CX/CE Personalization & Optimization Services Revenue by Industry, North America: 2019-2026
• CX/CE Personalization & Optimization Application Revenue by Industry, North America: 2019-2026
• CX/CE Personalization & Optimization Platform Revenue by Industry, North America: 2019-2026
• Personalization & Optimization Software and Services Revenue by Segment, Europe: 2019-2026
• Personalization & Optimization Software and Services Revenue by Product Offering, Europe: 2019-2026
• CX/CE Personalization & Optimization Software and Services Revenue by Industry, Europe: 2019-2026
• CX/CE Personalization & Optimization Services Revenue by Industry, Europe: 2019-2026
• CX/CE Personalization & Optimization Application Revenue by Industry, Europe: 2019-2026
• CX/CE Personalization & Optimization Application Revenue by Industry, Europe: 2019-2026
• Personalization & Optimization Software and Services Revenue by Segment, Asia Pacific: 2019-2026
• Personalization & Optimization Software and Services Revenue by Product Offering, Asia Pacific: 2019-2026
• CX/CE Personalization & Optimization Software and Services Revenue by Industry, Asia Pacific: 2019-2026
• CX/CE Personalization & Optimization Services Revenue by Industry, Asia Pacific: 2019-2026
• CX/CE Personalization & Optimization Application Revenue by Industry, Asia Pacific: 2019-2026
• CX/CE Personalization & Optimization Platform Revenue by Industry, Asia Pacific: 2019-2026
• Personalization & Optimization Software and Services Revenue by Segment, Latin America: 2019-2026
• Personalization & Optimization Software and Services Revenue by Product Offering, Latin America: 2019-2026
• CX/CE Personalization & Optimization Software and Services Revenue by Industry, Latin America: 2019-2026
• CX/CE Personalization & Optimization Services Revenue by Industry, Latin America: 2019-2026
• CX/CE Personalization & Optimization Application Revenue by Industry, Latin America: 2019-2026
• CX/CE Personalization & Optimization Platform Revenue by Industry, Latin America: 2019-2026
• Personalization & Optimization Software and Services Revenue by Segment, Middle East & Africa: 2019-2026
• Personalization & Optimization Software and Services Revenue by Product Offering, Middle East & Africa:
  2019-2026
• CX/CE Personalization & Optimization Software and Services Revenue by Industry, Middle East & Africa:
  2019-2026
• CX/CE Personalization & Optimization Services Revenue by Industry, Middle East & Africa: 2019-2026
• CX/CE Personalization & Optimization Application Revenue by Industry, Middle East & Africa: 2019-2026
• CX/CE Personalization & Optimization Platform Revenue by Industry, Middle East & Africa: 2019-2026

Tables

• Personalization & Optimization Software and Services Revenue by Region, World Markets: 2019-2026
• Personalization & Optimization Software and Services Revenue by Segment, World Markets: 2019-2026
• Personalization & Optimization Software and Services Revenue by Product Offering, World Markets: 2019-2026
• CX/CE Personalization & Optimization Software and Services Revenue by Industry, World Markets: 2019-2026
• CE Personalization & Optimization Software and Services Revenue by Industry, World Markets: 2019-2026
• CX Personalization & Optimization Software and Services Revenue by Industry, World Markets: 2019-2026
• Personalization & Optimization Services Revenue by Region, World Markets: 2019-2026
• Personalization & Optimization Application Revenue by Region, World Markets: 2019-2026
• Personalization & Optimization Platform Revenue by Region, World Markets: 2019-2026
• Personalization & Optimization Software and Services Revenue by Segment, North America: 2019-2026
• Personalization & Optimization Software and Services Revenue by Product Offering, North America: 2019-2026
• CX/CE Personalization & Optimization Software and Services Revenue by Industry, North America: 2019-2026
• CX/CE Personalization & Optimization Services Revenue by Industry, North America: 2019-2026
• CX/CE Personalization & Optimization Application Revenue by Industry, North America: 2019-2026
• CX/CE Personalization & Optimization Platform Revenue by Industry, North America: 2019-2026
• Personalization & Optimization Software and Services Revenue by Segment, Europe: 2019-2026
• Personalization & Optimization Software and Services Revenue by Product Offering, Europe: 2019-2026
• CX/CE Personalization & Optimization Software and Services Revenue by Industry, Europe: 2019-2026
• CX/CE Personalization & Optimization Services Revenue by Industry, Europe: 2019-2026
• CX/CE Personalization & Optimization Application Revenue by Industry, Europe: 2019-2026
• CX/CE Personalization & Optimization Platform Revenue by Industry, Europe: 2019-2026
• Personalization & Optimization Software and Services Revenue by Segment, Asia Pacific: 2019-2026
• Personalization & Optimization Software and Services Revenue by Product Offering, Asia Pacific: 2019-2026
• CX/CE Personalization & Optimization Software and Services Revenue by Industry, Asia Pacific: 2019-2026
• CX/CE Personalization & Optimization Services Revenue by Industry, Asia Pacific: 2019-2026
• CX/CE Personalization & Optimization Application Revenue by Industry, Asia Pacific: 2019-2026
• CX/CE Personalization & Optimization Platform Revenue by Industry, Asia Pacific: 2019-2026
• Personalization & Optimization Software and Services Revenue by Segment, Latin America: 2019-2026
• Personalization & Optimization Software and Services Revenue by Product Offering, Latin America: 2019-2026
• CX/CE Personalization & Optimization Software and Services Revenue by Industry, Latin America: 2019-2026
• CX/CE Personalization & Optimization Services Revenue by Industry, Latin America: 2019-2026
• CX/CE Personalization & Optimization Application Revenue by Industry, Latin America: 2019-2026
• CX/CE Personalization & Optimization Platform Revenue by Industry, Latin America: 2019-2026
• Personalization & Optimization Software and Services Revenue by Segment, Middle East & Africa: 2019-2026
• Personalization & Optimization Software and Services Revenue by Product Offering, Middle East & Africa: 2019-2026
• CX/CE Personalization & Optimization Software and Services Revenue by Industry, Middle East & Africa: 2019-2026
• CX/CE Personalization & Optimization Services Revenue by Industry, Middle East & Africa: 2019-2026
• CX/CE Personalization & Optimization Application Revenue by Industry, Middle East & Africa: 2019-2026
• CX/CE Personalization & Optimization Platform Revenue by Industry, Middle East & Africa: 2019-2026
• Industry Group and Definition, CX Market, World Regions

Figures

• Personalization & Optimization versus Privacy
• The Customer Journey: An Infinite Loop
• Benefits of Personalization
• Automobile Configuration Website