GITNUXREPORT 2026

Omnichannel Personalization Statistics

Personalization drives sales and loyalty, but it must balance relevance with consumer privacy.

Min-ji Park

Research Analyst focused on sustainability and consumer trends.

First published: Feb 13, 2026

Our Commitment to Accuracy

Rigorous fact-checking · Reputable sources · Regular updatesLearn more

Statistic 1

67% of customers say they use multiple channels to complete a single transaction

Statistic 2

Customers who shop across multiple channels spend 4% more in-store and 10% more online

Statistic 3

75% of consumers expect a consistent experience across every channel they use

Statistic 4

64% of customers expect real-time assistance regardless of the channel they use

Statistic 5

Mobile app users are 3x more likely to convert than those on mobile web

Statistic 6

50% of consumers will switch to a competitor after just one bad experience across any channel

Statistic 7

35% of customers expect to be able to contact the same customer service representative on any channel

Statistic 8

Instagram users are 70% more likely to make a purchase via a personalized ad than other social platforms

Statistic 9

60% of shoppers use their smartphones while shopping in a physical store

Statistic 10

54% of customers use email as their preferred channel for personalized promotions

Statistic 11

SMS marketing has a 98% open rate, making it a high-impact channel for personalization

Statistic 12

71% of shoppers say that using their mobile device for research while in-store is important to their experience

Statistic 13

Desktop conversion rates for personalized offers are 2x higher than mobile web

Statistic 14

42% of consumers use social media to browse for products before buying

Statistic 15

Personalized Facebook ads have a 35% higher click-through rate compared to non-personalized ones

Statistic 16

62% of consumers want to use live chat for personalized assistance during checkout

Statistic 17

Physical stores still account for about 80% of total retail sales, highlighting the need for offline personalization

Statistic 18

40% of customers say that the ability to track an order across all channels is a high priority

Statistic 19

56% of shoppers use their mobile device to search for products while in a store to compare prices

Statistic 20

47% of consumers say they would use a brand’s app more if it provided personalized rewards

Statistic 21

25% of customers use 5 or more channels when researching a big-ticket purchase

Statistic 22

75% of consumers are more likely to buy from a retailer that recognizes them by name

Statistic 23

30% of consumers prefer to use voice search for personalized product discovery

Statistic 24

38% of shoppers say "click and collect" is a key part of their omnichannel experience

Statistic 25

Personalized push notifications can increase app retention rates by 3 to 10 times

Statistic 26

50% of millennials prefer to communicate with brands through messaging apps for personalized service

Statistic 27

22% of consumers are happy to share data in exchange for personalized product recommendations on social media

Statistic 28

65% of consumers say they find personalized video more engaging than static images on websites

Statistic 29

43% of shoppers want brands to use their location data to send them nearby store offers

Statistic 30

In-store beacons can increase the likelihood of a purchase by up to 20% by sending personalized store offers

Statistic 31

80% of consumers are more likely to make a purchase from a brand that offers personalized experiences

Statistic 32

91% of consumers are more likely to shop with brands that provide relevant offers and recommendations

Statistic 33

71% of consumers feel frustrated when their shopping experience is impersonal

Statistic 34

72% of consumers say they now only engage with marketing messages that are personalized and tailored to their interests

Statistic 35

63% of consumers will stop buying from brands that use poor personalization tactics

Statistic 36

48% of consumers say they appreciate it when a brand sends them personalized offers based on their browsing history

Statistic 37

83% of consumers are willing to share their data to create a more personalized experience

Statistic 38

54% of shoppers say they expect to receive a personalized discount within 24 hours of identifying themselves to a brand

Statistic 39

90% of leading marketers say personalization significantly contributes to business profitability

Statistic 40

66% of consumers expect brands to understand their individual needs and expectations

Statistic 41

45% of consumers say that "cool" personalized experiences make them more likely to shop with a retailer

Statistic 42

34% of consumers said they would likely make an unplanned purchase after receiving personalized content

Statistic 43

64% of consumers believe companies should use their data to make their shopping experience faster and easier

Statistic 44

62% of consumers expect companies to adapt based on their actions and behaviors

Statistic 45

56% of customers don't mind providing personal information as long as it's for their benefit and being used transparently

Statistic 46

52% of customers expect offers to always be personalized

Statistic 47

42% of consumers are annoyed when content isn’t personalized

Statistic 48

40% of consumers have left a brand’s website because they were overwhelmed by too many options

Statistic 49

74% of customers feel frustrated when website content is not personalized to their interest

Statistic 50

88% of shoppers say they are more likely to buy from a brand that offers a personalized digital experience

Statistic 51

25% of customers are willing to pay more for a brand that provides a great personalized experience

Statistic 52

60% of consumers state they will become repeat buyers after a personalized shopping experience

Statistic 53

70% of millennials get frustrated by brands sending irrelevant emails

Statistic 54

44% of consumers say they will likely become repeat buyers after a personalized shopping experience with a particular company

Statistic 55

77% of consumers have chosen, recommended, or paid more for a brand that provides a personalized service or experience

Statistic 56

58% of consumers say they’re more likely to buy from a company that provides a personalized smartphone experience

Statistic 57

73% of consumers prefer to do business with brands that use personal information to make their shopping experiences more relevant

Statistic 58

31% of consumers say they wish their shopping experience was more personalized than it currently is

Statistic 59

59% of customers say that personalization influences their shopping decision

Statistic 60

86% of consumers say personalization plays a role in their purchasing decisions

Statistic 61

Personalization can reduce acquisition costs by as much as 50%

Statistic 62

Personalization can lift revenues by 5 to 15%

Statistic 63

Personalization can increase marketing spend efficiency by 10 to 30%

Statistic 64

Brands that excel at personalization deliver 8 times the ROI on marketing spend

Statistic 65

Personalized emails deliver 6x higher transaction rates

Statistic 66

Companies using advanced personalization report a $20 return for every $1 spent

Statistic 67

15% of retailers who use personalization see a double-digit increase in revenue

Statistic 68

Brands using personalization can see an engagement increase of up to 40% on their mobile apps

Statistic 69

89% of digital businesses are investing in personalization

Statistic 70

Personalization leads to a 20% increase in sales on average

Statistic 71

79% of organizations that exceeded their revenue goals have a documented personalization strategy

Statistic 72

93% of companies with advanced personalization strategies saw an increase in their annual revenue

Statistic 73

Companies that prioritize omnichannel customer engagement see a 10% year-over-year growth

Statistic 74

Businesses with strong omnichannel engagement retain an average of 89% of their customers

Statistic 75

Companies with weak omnichannel engagement retain only 33% of their customers

Statistic 76

1 in 3 marketers say that personalized content across channels results in higher conversion rates

Statistic 77

Personalized call-to-actions (CTAs) convert 202% better than default versions

Statistic 78

Personalization can lead to a 10% reduction in customer support costs

Statistic 79

Marketers see an average increase of 56% in sales when they use personalized experiences

Statistic 80

98% of marketers say that personalization helps advance customer relationships

Statistic 81

78% of CMOs believe that personalized content is the future of marketing

Statistic 82

Personalization reduces bounce rates by an average of 20-30%

Statistic 83

Businesses that personalize their web experience see an average 19% uplift in sales

Statistic 84

Personalized product recommendations can increase average order value by up to 50%

Statistic 85

Omnichannel shoppers have a 30% higher lifetime value than those who shop using only one channel

Statistic 86

Data-driven personalization can increase the efficiency of marketing budgets by up to 30%

Statistic 87

Retailers that use omnichannel strategies see a 1.2x higher customer satisfaction rate

Statistic 88

Personalization can lead to a 5x increase in conversation rates for some industries

Statistic 89

Using personalized videos can increase click-through rates by up to 300%

Statistic 90

Nearly 70% of companies that use personalization see a ROI of 200% or more

Statistic 91

73% of retailers say they are prioritizing a seamless omnichannel experience over the next year

Statistic 92

47% of marketers use AI to personalize their marketing efforts across channels

Statistic 93

51% of marketers state that their biggest challenge is delivering a consistent experience across all channels

Statistic 94

32% of marketers say they lack the technology to implement real-time personalization

Statistic 95

Only 17% of retailers are currently using AI for personalization, despite high interest

Statistic 96

42% of companies say that data silos are their biggest barrier to personalization

Statistic 97

27% of companies are using a Customer Data Platform (CDP) to drive omnichannel personalization

Statistic 98

61% of companies plan to increase their investment in personalization technology this year

Statistic 99

38% of marketers say that "gathering enough data" is their main personalization obstacle

Statistic 100

46% of marketers use behavioral data to segment their customer base for personalization

Statistic 101

55% of marketers say they don't have sufficient data and insights to personalize the customer experience

Statistic 102

80% of marketing leaders say their company uses some form of personalization

Statistic 103

Only 21% of marketers report having a "unified view" of their customers across all touchpoints

Statistic 104

40% of organizations use first-party data to personalize their marketing

Statistic 105

64% of marketing leaders say they are investing more in cross-channel identity resolution

Statistic 106

43% of companies say they have a centralized team dedicated to personalization

Statistic 107

52% of marketers use web behavior as a data source for personalization

Statistic 108

37% of marketing professionals use transaction history for personalization

Statistic 109

29% of organizations use real-time data for personalization purposes

Statistic 110

50% of companies say that "budget" is a primary constraint for personalization

Statistic 111

68% of companies say they are prioritizing data privacy and security in their personalization efforts

Statistic 112

44% of brands use A/B testing to optimize their personalized experiences

Statistic 113

33% of marketers link personalization to an increase in brand loyalty

Statistic 114

24% of businesses use dynamic content in their emails to personalize messages

Statistic 115

57% of marketing leaders say they struggle with real-time data integration

Statistic 116

41% of companies use machine learning to automate personalization

Statistic 117

26% of companies use predictive modeling to personalize their customer journey

Statistic 118

48% of marketers say they use personalization for customer retention

Statistic 119

35% of businesses use location-based data to personalize mobile experiences

Statistic 120

59% of companies say that legacy systems are a major hurdle to omnichannel success

Statistic 121

48% of customers are suspicious of how their data is being used for personalization

Statistic 122

86% of consumers say they are concerned about their data privacy when using personalized services

Statistic 123

79% of consumers say they will stop doing business with a brand if their data is misused

Statistic 124

Only 21% of consumers say they trust big brands to use their personal data responsibly

Statistic 125

68% of consumers say that transparency about data usage is the most important factor in trusting a brand

Statistic 126

53% of consumers say they would be more likely to share data if they knew exactly how it was being used

Statistic 127

40% of consumers would opt-out of all data collection if given the choice, despite preferring personalization

Statistic 128

37% of consumers feel that brands are "too creepy" with their personalization tactics

Statistic 129

50% of consumers are more likely to trust a brand that asks for their permission before personalizing

Statistic 130

64% of consumers said they have proactively opted out of data sharing with a brand they considered "invasive"

Statistic 131

45% of consumers prioritize data security over getting a personalized experience

Statistic 132

31% of users say that an easy-to-find privacy policy increases their trust in a brand’s personalization

Statistic 133

92% of consumers believe they should have full control over the personal data brands collect about them

Statistic 134

55% of consumers say they want to be "anonymous" while browsing online, yet still expect personalized deals

Statistic 135

12% of consumers say they have completely switched brands due to a data breach of personalized info

Statistic 136

60% of companies have updated their privacy policies to better reflect their personalization practices

Statistic 137

58% of digital marketers believe that stricter privacy laws (like GDPR) make personalization more difficult

Statistic 138

25% of consumers have stopped using a personalized service because they found it "too intrusive"

Statistic 139

72% of consumers say they would stop buying from a brand if they shared their personalized data with third parties

Statistic 140

41% of shoppers say they are comfortable with brands using their purchase history for personalization, but only 15% are comfortable with browsing history

Statistic 141

81% of consumers believe they have no control over their data, leading to a "privacy paradox" in personalization

Statistic 142

57% of consumers say they feel "scammed" when they receive a personalized offer that they cannot actually redeem

Statistic 143

33% of people are actively using "privacy-enhancing" tools while browsing

Statistic 144

69% of customers appreciate personalization as long as it is based on data they have explicitly provided

Statistic 145

44% of companies say that complying with privacy regulations is their top obstacle to personalization

Statistic 146

51% of consumers say they would never buy from a brand again if they felt their privacy was violated for a personalized ad

Statistic 147

80% of data used for personalization is still collected via third-party cookies

Statistic 148

66% of organizations have invested in "privacy-by-design" technology for their personalization platforms

Statistic 149

39% of consumers say they trust personalized recommendations from "human" agents more than AI-driven ones

Statistic 150

54% of consumers are willing to give up some privacy for a "seamless" omnichannel experience

1/150

Sources

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While 74% of customers feel frustrated by impersonal website content, mastering omnichannel personalization is the key to unlocking remarkable loyalty and revenue by meeting the modern consumer's demand for relevant, seamless experiences across every touchpoint.

Key Takeaways

80% of consumers are more likely to make a purchase from a brand that offers personalized experiences
91% of consumers are more likely to shop with brands that provide relevant offers and recommendations
71% of consumers feel frustrated when their shopping experience is impersonal
Personalization can reduce acquisition costs by as much as 50%
Personalization can lift revenues by 5 to 15%
Personalization can increase marketing spend efficiency by 10 to 30%
73% of retailers say they are prioritizing a seamless omnichannel experience over the next year
47% of marketers use AI to personalize their marketing efforts across channels
51% of marketers state that their biggest challenge is delivering a consistent experience across all channels
67% of customers say they use multiple channels to complete a single transaction
Customers who shop across multiple channels spend 4% more in-store and 10% more online
75% of consumers expect a consistent experience across every channel they use
48% of customers are suspicious of how their data is being used for personalization
86% of consumers say they are concerned about their data privacy when using personalized services
79% of consumers say they will stop doing business with a brand if their data is misused

Personalization drives sales and loyalty, but it must balance relevance with consumer privacy.

Channel-Specific Insights

67% of customers say they use multiple channels to complete a single transaction
Customers who shop across multiple channels spend 4% more in-store and 10% more online
75% of consumers expect a consistent experience across every channel they use
64% of customers expect real-time assistance regardless of the channel they use
Mobile app users are 3x more likely to convert than those on mobile web
50% of consumers will switch to a competitor after just one bad experience across any channel
35% of customers expect to be able to contact the same customer service representative on any channel
Instagram users are 70% more likely to make a purchase via a personalized ad than other social platforms
60% of shoppers use their smartphones while shopping in a physical store
54% of customers use email as their preferred channel for personalized promotions
SMS marketing has a 98% open rate, making it a high-impact channel for personalization
71% of shoppers say that using their mobile device for research while in-store is important to their experience
Desktop conversion rates for personalized offers are 2x higher than mobile web
42% of consumers use social media to browse for products before buying
Personalized Facebook ads have a 35% higher click-through rate compared to non-personalized ones
62% of consumers want to use live chat for personalized assistance during checkout
Physical stores still account for about 80% of total retail sales, highlighting the need for offline personalization
40% of customers say that the ability to track an order across all channels is a high priority
56% of shoppers use their mobile device to search for products while in a store to compare prices
47% of consumers say they would use a brand’s app more if it provided personalized rewards
25% of customers use 5 or more channels when researching a big-ticket purchase
75% of consumers are more likely to buy from a retailer that recognizes them by name
30% of consumers prefer to use voice search for personalized product discovery
38% of shoppers say "click and collect" is a key part of their omnichannel experience
Personalized push notifications can increase app retention rates by 3 to 10 times
50% of millennials prefer to communicate with brands through messaging apps for personalized service
22% of consumers are happy to share data in exchange for personalized product recommendations on social media
65% of consumers say they find personalized video more engaging than static images on websites
43% of shoppers want brands to use their location data to send them nearby store offers
In-store beacons can increase the likelihood of a purchase by up to 20% by sending personalized store offers

Channel-Specific Insights Interpretation

The modern customer is a multi-channel maestro, conducting their own personalized shopping symphony, and if your brand's instruments aren't perfectly tuned across every touchpoint—from in-store beacon to Instagram ad to SMS—they'll simply leave your concert for a competitor's.

Consumer Behavior & Expectations

80% of consumers are more likely to make a purchase from a brand that offers personalized experiences
91% of consumers are more likely to shop with brands that provide relevant offers and recommendations
71% of consumers feel frustrated when their shopping experience is impersonal
72% of consumers say they now only engage with marketing messages that are personalized and tailored to their interests
63% of consumers will stop buying from brands that use poor personalization tactics
48% of consumers say they appreciate it when a brand sends them personalized offers based on their browsing history
83% of consumers are willing to share their data to create a more personalized experience
54% of shoppers say they expect to receive a personalized discount within 24 hours of identifying themselves to a brand
90% of leading marketers say personalization significantly contributes to business profitability
66% of consumers expect brands to understand their individual needs and expectations
45% of consumers say that "cool" personalized experiences make them more likely to shop with a retailer
34% of consumers said they would likely make an unplanned purchase after receiving personalized content
64% of consumers believe companies should use their data to make their shopping experience faster and easier
62% of consumers expect companies to adapt based on their actions and behaviors
56% of customers don't mind providing personal information as long as it's for their benefit and being used transparently
52% of customers expect offers to always be personalized
42% of consumers are annoyed when content isn’t personalized
40% of consumers have left a brand’s website because they were overwhelmed by too many options
74% of customers feel frustrated when website content is not personalized to their interest
88% of shoppers say they are more likely to buy from a brand that offers a personalized digital experience
25% of customers are willing to pay more for a brand that provides a great personalized experience
60% of consumers state they will become repeat buyers after a personalized shopping experience
70% of millennials get frustrated by brands sending irrelevant emails
44% of consumers say they will likely become repeat buyers after a personalized shopping experience with a particular company
77% of consumers have chosen, recommended, or paid more for a brand that provides a personalized service or experience
58% of consumers say they’re more likely to buy from a company that provides a personalized smartphone experience
73% of consumers prefer to do business with brands that use personal information to make their shopping experiences more relevant
31% of consumers say they wish their shopping experience was more personalized than it currently is
59% of customers say that personalization influences their shopping decision
86% of consumers say personalization plays a role in their purchasing decisions

Consumer Behavior & Expectations Interpretation

Think of personalization as the modern handshake: get it right, and you’ll win loyalty, sales, and data; get it wrong, and you’ll be met with frustration, abandonment, and a swift exit from the stage of relevance.

ROI & Business Impact

Personalization can reduce acquisition costs by as much as 50%
Personalization can lift revenues by 5 to 15%
Personalization can increase marketing spend efficiency by 10 to 30%
Brands that excel at personalization deliver 8 times the ROI on marketing spend
Personalized emails deliver 6x higher transaction rates
Companies using advanced personalization report a $20 return for every $1 spent
15% of retailers who use personalization see a double-digit increase in revenue
Brands using personalization can see an engagement increase of up to 40% on their mobile apps
89% of digital businesses are investing in personalization
Personalization leads to a 20% increase in sales on average
79% of organizations that exceeded their revenue goals have a documented personalization strategy
93% of companies with advanced personalization strategies saw an increase in their annual revenue
Companies that prioritize omnichannel customer engagement see a 10% year-over-year growth
Businesses with strong omnichannel engagement retain an average of 89% of their customers
Companies with weak omnichannel engagement retain only 33% of their customers
1 in 3 marketers say that personalized content across channels results in higher conversion rates
Personalized call-to-actions (CTAs) convert 202% better than default versions
Personalization can lead to a 10% reduction in customer support costs
Marketers see an average increase of 56% in sales when they use personalized experiences
98% of marketers say that personalization helps advance customer relationships
78% of CMOs believe that personalized content is the future of marketing
Personalization reduces bounce rates by an average of 20-30%
Businesses that personalize their web experience see an average 19% uplift in sales
Personalized product recommendations can increase average order value by up to 50%
Omnichannel shoppers have a 30% higher lifetime value than those who shop using only one channel
Data-driven personalization can increase the efficiency of marketing budgets by up to 30%
Retailers that use omnichannel strategies see a 1.2x higher customer satisfaction rate
Personalization can lead to a 5x increase in conversation rates for some industries
Using personalized videos can increase click-through rates by up to 300%
Nearly 70% of companies that use personalization see a ROI of 200% or more

Strategy & Implementation

73% of retailers say they are prioritizing a seamless omnichannel experience over the next year
47% of marketers use AI to personalize their marketing efforts across channels
51% of marketers state that their biggest challenge is delivering a consistent experience across all channels
32% of marketers say they lack the technology to implement real-time personalization
Only 17% of retailers are currently using AI for personalization, despite high interest
42% of companies say that data silos are their biggest barrier to personalization
27% of companies are using a Customer Data Platform (CDP) to drive omnichannel personalization
61% of companies plan to increase their investment in personalization technology this year
38% of marketers say that "gathering enough data" is their main personalization obstacle
46% of marketers use behavioral data to segment their customer base for personalization
55% of marketers say they don't have sufficient data and insights to personalize the customer experience
80% of marketing leaders say their company uses some form of personalization
Only 21% of marketers report having a "unified view" of their customers across all touchpoints
40% of organizations use first-party data to personalize their marketing
64% of marketing leaders say they are investing more in cross-channel identity resolution
43% of companies say they have a centralized team dedicated to personalization
52% of marketers use web behavior as a data source for personalization
37% of marketing professionals use transaction history for personalization
29% of organizations use real-time data for personalization purposes
50% of companies say that "budget" is a primary constraint for personalization
68% of companies say they are prioritizing data privacy and security in their personalization efforts
44% of brands use A/B testing to optimize their personalized experiences
33% of marketers link personalization to an increase in brand loyalty
24% of businesses use dynamic content in their emails to personalize messages
57% of marketing leaders say they struggle with real-time data integration
41% of companies use machine learning to automate personalization
26% of companies use predictive modeling to personalize their customer journey
48% of marketers say they use personalization for customer retention
35% of businesses use location-based data to personalize mobile experiences
59% of companies say that legacy systems are a major hurdle to omnichannel success

Strategy & Implementation Interpretation

Amid a chorus of brands proclaiming their dedication to personalization, the data reveals a sobering reality where ambition is largely hamstrung by fragmented data, outdated technology, and a striking inability to actually know the customer.

Trust, Privacy & Data

48% of customers are suspicious of how their data is being used for personalization
86% of consumers say they are concerned about their data privacy when using personalized services
79% of consumers say they will stop doing business with a brand if their data is misused
Only 21% of consumers say they trust big brands to use their personal data responsibly
68% of consumers say that transparency about data usage is the most important factor in trusting a brand
53% of consumers say they would be more likely to share data if they knew exactly how it was being used
40% of consumers would opt-out of all data collection if given the choice, despite preferring personalization
37% of consumers feel that brands are "too creepy" with their personalization tactics
50% of consumers are more likely to trust a brand that asks for their permission before personalizing
64% of consumers said they have proactively opted out of data sharing with a brand they considered "invasive"
45% of consumers prioritize data security over getting a personalized experience
31% of users say that an easy-to-find privacy policy increases their trust in a brand’s personalization
92% of consumers believe they should have full control over the personal data brands collect about them
55% of consumers say they want to be "anonymous" while browsing online, yet still expect personalized deals
12% of consumers say they have completely switched brands due to a data breach of personalized info
60% of companies have updated their privacy policies to better reflect their personalization practices
58% of digital marketers believe that stricter privacy laws (like GDPR) make personalization more difficult
25% of consumers have stopped using a personalized service because they found it "too intrusive"
72% of consumers say they would stop buying from a brand if they shared their personalized data with third parties
41% of shoppers say they are comfortable with brands using their purchase history for personalization, but only 15% are comfortable with browsing history
81% of consumers believe they have no control over their data, leading to a "privacy paradox" in personalization
57% of consumers say they feel "scammed" when they receive a personalized offer that they cannot actually redeem
33% of people are actively using "privacy-enhancing" tools while browsing
69% of customers appreciate personalization as long as it is based on data they have explicitly provided
44% of companies say that complying with privacy regulations is their top obstacle to personalization
51% of consumers say they would never buy from a brand again if they felt their privacy was violated for a personalized ad
80% of data used for personalization is still collected via third-party cookies
66% of organizations have invested in "privacy-by-design" technology for their personalization platforms
39% of consumers say they trust personalized recommendations from "human" agents more than AI-driven ones
54% of consumers are willing to give up some privacy for a "seamless" omnichannel experience

Trust, Privacy & Data Interpretation

While consumers increasingly crave tailored experiences, the paradox of modern personalization is that they also demand a transparent and respectful dialogue about their data, making trust the non-negotiable currency for any brand that hopes to succeed.

Sources & References

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