About 87% of Filipino consumers are more likely to increase spending on highly personalized online shopping, according to a survey commissioned by media software services provider Amdocs.
The survey, released by Coleman Parks Research, has also noted that as many as 74% would switch providers for a customer experience that caters to their changing needs.
For the study responses from 600 customers and 100 chief marketing officers (CMOs) in the Philippines were collected between February to May.
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As many as 91% of Philippine CMOs recognized the need for products and services tailoring to individual needs, but only 20% of them deliver “holistic” personalized experiences.
Nearly 80% said communications service providers are not providing personalized experiences in sales, marketing, and customer care.
It was found that technology remains as the main barrier to this shift and 77% of executives who were surveyed cited this as a concern. Around 75% others said resistance to change and a belief that there is no need to further invest in personalization hinder these efforts, while 40% noted their budget as the main barrier.
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Amdocs Chief Marketing Officer Gil Rosen said that the digital consumers keep evolving their benchmark experiences against the best apps and service experiences.
Coleman Parkes Director Stephen Saw said communication service providers need to take advantage of the fact that consumers are willing to share their data to get an advanced personalized experience as per their expectations. (AW)
