The Power of
to Grow Your Business
Insights from 451 Research, Part of S&P Global
Market Intelligence
Looking to tap into new revenue streams?
In this infographic, you’ll find out how to grow your business by making every engagement trusted, connected, friction free, and hyper-personalized.
What does hyper-personalization mean?
You can reach a new level of personalization by
engaging customers using a data-driven foundation
of real-time insights. This foundation is built
with a unified view of your customers’ data. It’s
vital for delivering relevant engagements on their
preferred channels
Friction hurts business
Lost Sales When Customers Experience Too Much Friction1
US$93.2 billion
In potential sales lost due to consumers not purchasing
an advertised product they were interested in because
too many steps were required to find the product or
service or to complete the transaction
US$79.7 billion
In potential sales lost due to consumers abandoning
an online shopping cart because of difficulties in
completing the purchase
Hyper-personalization works
Increased Sales by Turning Customer Insights into Action1
US$90.1 billion
In sales influenced by the availability of
cross-channel buying options (for example,
buy online and pick up in store)
US$87.5 billion
In sales influenced by personalized offers that
resulted in consumers making a purchase they
did not otherwise intend to make
How can you put personalization
into action?
Increasingly, customer experience leaders are
turning to next-generation customer data
to help boost revenue and uncover
opportunities by unlocking the power of
Data and context are in high demand as businesses zero in on
personalization and storytelling. To create these new, immersive
experiences, they will rely heavily on next-generation customer
data platforms . . . for personalized and frictionless cross-
channel interactions.”
Sheryl Kingstone, Research Director, Customer Experience and Commerce, 451 Research, part of S&P Global Market Intelligence2