“There is little to risk with personalization, but plenty at risk if you neglect it. And personalization does not stop with the shopping experience. For example, you need to personalize how you communicate with your customers.”

Jim Katzman, principal, CX strategy & enablement, InMoment, commenting on a report that encourages retailers to shape the customer experience strategy for 2023. Download "The 2023 Consumer Experience Trends Report."