Industry research
The Personalisation Payoff: What do customers really think?
See what 2,000 UK consumers revealed about the state of personalisation in 2025 and what it means for CRM teams today.
Complete the form to access the report.
What’s in the report?
Personalisation has been a marketing promise for years, yet most CRM programmes still fall short of what customers expect.
The Personalisation Payoff uncovers how personalisation is really performing from the customer’s perspective and what brands can do next.
Read the report to find out:
- Where the gap lies between what brands send and what customers value
- How trust, transparency and relevance now determine engagement
- Why AI-readiness will define the next phase of CRM performance
Research highlights
A quick peek at a few of the findings inside.
- Relevance still rules. 77 % of consumers engage only with emails that feel relevant, yet just 16 % believe communications are more personalised than before.
- Trust defines the limits. 46 % will share data only with brands they trust. Clarity and reciprocity now determine permission to personalise.
- AI-readiness is the new performance gap. Teams cannot progress without the right data, process, capability and mandate in place.
See it in action
Learn how Plinc helps some of the UK’s top brands connect, analyse and activate their customer data to drive business decisions and create exceptional customer experiences.
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