Only one in ten marketers is using AI for personalization

LONDON, 12 March, 2024 – Despite ongoing advancements in artificial intelligence, only one in ten (13%) marketers has started using AI to produce personalized experiences for their customers. That’s according to research from leading digital experience platform (DXP) provider Optimizely. 

The research, based on a study of 100 UK marketing leaders, maps the maturity of personalization across the UK, and explores the role of AI in digital experiences and personalization.

While most marketers have adopted basic personalization technologies, AI is not yet widely used in their campaigns. Currently, teams primarily use real-time segmentation (57% have adopted), user segmentation (55%), and dynamic content (51%). A third of marketers (33%) have also incorporated ‘hyper-personalization’ into their campaigns — continuously personalizing experiences using highly relevant real-time data.

Despite all these advances, 74% say it’s still proving difficult to stand out with their current personalization technologies. Three quarters (74%) also worry that their current tech is out of date.

It’s clear that consumers are feeling this disconnect as well. According to related data from Optimizely, two-thirds of consumers (70%) remain frustrated with ‘targeted’ promotions that don’t actually relate to their personal interests.

"While personalized experiences are a staple in today's marketing landscape, our research exposes a critical gap between intention and execution," said Shafqat Islam, CMO at Optimizely. "Marketers are beginning to recognize the power of AI-driven personalization, but many aren’t harnessing its full potential. Consumers crave authenticity and see through generic promotions that don’t address their unique needs and preferences. It's time for marketers to move beyond basic tactics and embrace AI to both create hyper personalized content and deliver those messages in a more automated way.”

By leveraging AI responsibly and ethically, marketers can unlock deeper customer insights, anticipate buyer behavior, and create personalized journeys at scale that resonate at an emotional level. Through this, brands can improve differentiation, brand loyalty, and ultimately, driving real business growth.

To learn more about personalization with Optimizely, visit https://www.optimizely.com/personalization/