Delivering personalisation in a new digital landscape: what consumers really think and how to take action

The e-commerce industry went through a much-cited growth spurt as a result of the pandemic. Following such immense transformation, Dept wanted to find out whether brands are leveraging the personalisation opportunity to its full potential. After uncovering what consumers thought of personalisation in 2019, we've run the 1,000 person study again to see if and how perceptions have changed; identify gaps in retailers' strategies; and make recommendations on the best ways for brands to take action.