Personalisation key to revenue and customer experiences finds Emarsys

Joanna Milliken, Chief Executive Officer of Emarsys

Four-fifths (81%) of Australian retail marketers surveyed consider personalisation important to driving both increased revenue and better customer experiences (CX), despite nearly one fifth (16%) being unable to act on their existing customer data. That’s according to the “Retail Roadblocks” report, released by customer engagement platform Emarsys.

What were the findings of Emarsys’ study?

The study which supports Emarsys’ mission to give back “Power to the Marketer” spoke to over 100 marketers at global retail brands to identify the obstacles of retail personalisation in 2022. With almost one fifth (15%) responsible for CX, CRM, digital marketing, branding, client acquisition and customer retention, marketers are stretched thinner than ever before.

They’re required to deliver more sophisticated work in the same or less time, meaning it’s never been harder to be a marketer. As such, it’s no surprise that time consuming technical issues dominated the list of concerns. The data reveals that an inability to scale content is hampering over a third of retail marketers (39%), while 27% say they are lacking the ability to segment by behaviour and purchases — a must-have for effective personalisation.

13% also state that data silos are limiting their ability to personalise. It’s also evident that some marketers are feeling the negative effects of legacy tech infrastructure.

Closer to one fifth of retail marketers (14%) saying their current martech stack isn’t fit for purpose, with a quarter (25%) citing poor technology integration as a barrier to personalisation. 42% are devoting more time to preparing and segmenting data than doing anything else, wrestling infrastructures and data just to be able to get on with the job.

To free up more of their time and break through the barriers, 46% of marketers at retail brands will be investing in more web personalisation technologies in the next 12 months.

With 70% wanting to spend more time improving personalised product recommendations, and 96% wanting more time to get to know customers as people, marketers are turning to technology to buy back time and improve their personalisation capabilities.

What were the executive’s thoughts on the study?

Joanna Milliken, CEO of Emarsys said: “As the world of retail evolves, new channels appear, and client expectations change, marketers are taking on more responsibility for the success of their business. This also means that they’re under more pressure than ever before.”

“Not only is personalisation now seen as crucial to business success, demanding more sophisticated marketing tactics and technologies, but marketers are also taking on more responsibility in customer acquisition, experience, and retention. Budgets aren’t necessarily extended to accommodate this — in fact, Gartner suggests they’re at an all-time low!”

“As a result, far too many marketers are caught up in processes, buried in unactionable data, and stretched beyond their limits due to legacy technologies — through no fault of their own. They’re also being forced to adapt to a data landscape that prioritises first-party data — where, again, the digital infrastructure to ensure that they succeed isn’t always there.”

“This gauntlet of roadblocks — strategy, budgets, people and tech — isn’t going anywhere. Marketers can’t rise to the occasion without the tech needed. In turn, this can help them to focus on real outcomes, for their end customers, their business and even their own careers”

To learn more about Emarsys’ Power to the Marketer initiative, or to download the full “Retail Roadblocks” report, please visit