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Explore our Research →Amazon Prime dominates, but Walmart+ finds foothold among lower-income shoppers
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Nonessential spending slumps amid tariff price hikes
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AI summaries in Google’s news feed could undercut publisher traffic—again
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Critics of UnitedHealth Group get louder as the health insurer attempts to quiet them
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Shopify adds AI agent guardrails to protect its business model
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Bank earnings show consumer strength as delinquencies fall, spending rises
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Jul 15, 2025
Search engines reign, but social has standing in Latin America
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Jul 14, 2025
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Transparently sourced data in visual form, perfect for legitimizing your strategic ideas and thought leadership via internal and external presentations.
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Transparently sourced data in visual form, perfect for legitimizing your strategic ideas and thought leadership via internal and external presentations.
March 24, 2022
Importance of Personalization in Successful Customer Interactions According to Financial Services Executives in North America, Nov 2021 (% of respondents)
Note
Respondents were asked, "How important is personalization to success in each of the following kinds of customer interactions today?"Methodology
Data is based on the March 2022 Forrester Consulting report produced in collaboration with Blend, titled "How Banks Can Unlock Quick Wins and Lasting Benefits Through Smart Personalization." 2,137 banking customers and 324 financial services executives were surveyed online in November 2021 on the state of personalization in the financial services sector.Featured In
Spotlight: Bank CMOs and PersonalizationBy ‘personalization,’ customers mean quick, relevant, situational financial adviceRevolut’s rebrand of Revolut Junior uses all the right buzzwords but doesn’t create a buzzBanks say ‘Get lost’ to the CFPB’s inquiry on customer serviceFinastra’s Digital Banking Insights app marries banks’ digital transformations and personalization journeys Wells Fargo adds financial planning with a personal touch to its mobile appBanks losing out on new customers must bring innovation to the customer experienceChart Title
Importance of Personalization in Successful Customer Interactions According to Financial Services Executives in North America, Nov 2021 (% of respondents)Publication Date
March 24, 2022