Last year, COVID-19 saw a surge of migration to digital channels, permanently changing the way consumers engage with brands online.

When we released our first State of Personalisation report back in 2017, we had identified that the shift to e-commerce had been accelerating. But we never could have imagined just how rapidly consumer expectations and behaviours would change.

To better understand how quickly attitudes, expectations, and experiences have evolved when it comes to personalisation, Twilio Segment surveyed over 3,000 businesses and consumers worldwide (1/3 of which are from the UK). Our findings tell a compelling story about how consumer behaviour in the UK changed over the past 12 months, and how businesses reacted.

Below we highlight key insights from our second State of Personalisation report to explore trends on a global level, and discuss how businesses in the United Kingdom specifically can use these insights to understand, and guide personalisation strategies moving forward.

The buying of large-screen TVs has absolutely skyrocketed lately. It seems that everyone wants one – and with good reason. The large-screen TV has come a long way from those faded-out behemoths of old that took up half your living room and never really produced a picture of decent quality. Now, however, especially in combination with HDTV, you can get not only a nice, large picture, but a crisp, clean one too.

Once you decide that you’re ready for a large-screen TV, you quickly discover that you only really have two main options – a plasma TV or an LCD TV. Plasma TVs were first on the scene, but the recent mass production of LCD TVs by major manufactures has put LCD TVs pretty much on equal footing with plasmas. That said, you will still have to make a choice.