Only 20% of brand interactions feel personalised to consumers

Buyer behaviour

20%

of brand interactions are perceived as personalised

Reader Note:: The source says this is from "Deloitte analysis of survey data" and reports the share of brand interactions consumers perceived as personalised. The denominator is brand interactions as perceived by consumers, not the share of brands using personalisation tools. The report does not state the sample size, question wording, or how an interaction qualified as personalised.
Evidence:: Self-reported behaviour
Vendor interest:: High — This comes from a company with a commercial interest in this market, so it is not a neutral source.
Sample:: Mixed undisclosed sources. Includes Deloitte's 2025 survey of 1,854 executives across EMEA for one AI finding, plus Deloitte CMO Survey 2025 and other Deloitte analysis; the overall report sample and methods are not fully disclosed.

Good for

A rough sense of size and direction, and deciding what to look at first.

Exact numbers, or saying that one thing caused another.
This was measured in one market. It may not hold where you are.
The source says how much it looked at, but not how any of it was chosen.
This comes from a company with a commercial interest in this market, so it is not a neutral source.
The source never says how this number was measured.

Gemini and ChatGPT lead AI shopping research in the U.S.; 64.0% of AI shoppers use two or more assistants

Share of AI shoppers using each AI assistant in the past 90 days
Assistant used in the past 90 days	Share of AI users (%)
Google Gemini	63.5%
ChatGPT	60%
Amazon's shopping assistant	27.5%
Walmart's shopping assistant	22.5%
Microsoft Copilot	22.4%

89.9%

of AI users on the online-shopper trend base said they verified the assistant’s recommendation before buying

60%–90%

of consumers’ value perception was explained by price perception across multiple subsectors in Deloitte’s regression analysis

Our Substack turns the data behind these cards into full breakdowns: what changed, why, and what to do about it.

38%

adoption increase in older populations after Dubai Smart ID used a calming tone and simpler biometric explanations in 2021

Only 36% of Gen Z call themselves price-conscious, vs 40% of Millennials, 45% of Gen X and 55% of Boomers

Share of each generation who describe themselves as price-conscious
Generation	Share who describe themselves as price-conscious (%)
Gen Z	36%
Millennials	40%
Gen X	45%
Baby Boomers	55%

86% of both Gen Z and Millennials say a smartphone is their most important device