Personalization At Scale: Media, Entertainment, and Telecom Industry Spotlight
Media, Entertainment, And Telecom Results From The September 2022 Thought Leadership Paper, “Personalization At Scale: Bring Forth The Customer And Business Benefits Of Experience Excellence”
Media, entertainment, and telecom firms are struggling to meet expectations. Most customers across industries want to be delighted by personalized experiences, yet only 18% of B2C and 34% of B2B customers said that MET companies are meeting that bar. Trends, such as increasing data privacy rights and marketplace technology changes, mean firms are tasked to strike a careful data balance while meeting customer demand.
In this study, Forrester conducted custom research with two audiences to evaluate customers’ expectations for relevant, personalized experiences, and organizations’ ongoing ability to deliver them at scale.