Personalization’ is rapidly becoming the defining experience on the web, setting customer expectations for the relevancy of their interactions with retailers and brands across all channels. But how well are retailers keeping up?

This report examines the state of personalization in customer communications today, and where retailers are heading in the near future. After a brutal economic environment, which areas are priorities for investment – early in the cycle, around customer insights, or later in the cycle, around execution of customer programs?