NEWS
Almost three-quarters o
UK consumers say curre
online experience from b
will change future spend
post-lockdown
UK consumer behaviour is being
reshaped by the current COVID-19
crisis, with 27% of people saying they’ll
do more activities digitally long-term.
Yet, despite the opportunity for brands
to increase digital revenues, 59% of
consumers are not happy with the level of
personalisation and reassurance delivered
online by most companies, according to a
new consumer study.
The research, commissioned by AIpowered
personalisation platform,
Kameleoon, and leading experimentation
agency, Conversion.com, found that
nearly three-quarters (73%) of the
1,000 consumers surveyed said the
current digital experience would change
who they bought from and their future
spending. Those brands that do provide a
personalised experience now will benefit
long-term – 50% said they’d spend less
(or switch completely) fr
hadn’t delivered during
Time currently spent on
range of activities has g
led by watching/listenin
entertainment (a 51%
reading the media (46%
crisis is changing other
said they’d increased th
accessing medical cons
and 31% were learning
through digital courses.
However, many brands a
their needs – 76% of re
that not all companies w
effort to customise the o
That’s despite the fact t
online personalisation a
83% want to receive pe
from brands.
12 INTELLIGENTCIO