RM Trends for 2021: Personalisation will become a must-have feature
Over the past few years, the entire marketing and advertising industry has been incorporating more and more elements of personalisation into their offerings. And, importantly, scores of companies have committed to using digital touchpoints to engage with their customers, at the best possible point in time, via their preferred channels, using messages specifically tailored to trigger a purchase. When personalisation was still in its infancy, a personal greeting in an email was perceived as revolutionary. Today, that’s taken for granted – as is the personalised customer experience at all touchpoints both in-store and online.