Dubai: MoEngage, a customer engagement platform, has released a “State of Personalization Report” covering how retail brands in the Middle East and Africa can use the power of personalization in their email communication to enhance their engagement metrics.

Customer expectations have been ever-evolving, and there is a visible shift in their shopping/buying behavior. Almost 52% of consumers prefer buying groceries online, and 90% of consumers will continue to shop online.

Therefore, it becomes imperative for brands to understand the consumer trends and act accordingly. Additionally, as interactions become frequent, brands will move beyond first name personalization and dig deeper into their data pool to identify insights to drive communications.

To supplement the above points, this well-timed report also highlights how marketers and brands are responding to this ever-changing customer demand with focus on personalization. MoEngage took a survey of 1000+ executives from the region to understand the investment trends in the martech stack.

Some of the key findings from the survey are:

  • 52% of brands are investing more in their martech stack to drive personalization

  • 66% of marketers are looking towards enhancing their email personalization capabilities

  • While email remains the most frequently used touch point, social media is catching up.

The highlight section of the report includes two use cases of personalized emails from the region. Across both instances, brands witness higher engagement rates, with better open rates (85% increase) and higher CVR (~2X).

This ultimately reflects the fact that customers respond to messages or communications specifically tailored for them. In order to stay relevant today, brands will need to indulge in event based personalization or user based personalization or an amalgamation of both to drive high engagement metrics.

Commenting on the relevance of the report, Kunal Badiani, Regional Head, MEA, MoEngage, said: “As digital touchpoints evolve and physical touchpoints rejuvenate, personalization will become mainstream. Brands will need to look at the data and focus towards the insights-led personalized engagement to stay relevant during these times.


About MoEngage

MoEngage is an insights-led customer engagement platform, trusted by more than 1200 global consumer brands such as Commercial Bank of Dubai, Mashreqbank, AMC Theatres, DAMAC Properties, Deutsche Telekom, Samsung, Ally Financial, Vodafone, Landmark Group, and McAfee. MoEngage empowers marketers and product owners with insights into customer behavior and the ability to act on those insights to engage customers across the web, mobile, email, social, and messaging channels. Consumer brands across 35 countries use MoEngage to power digital experiences for over 1 billion users every month. With offices in ten countries, MoEngage is backed by Steadview Capital, Multiples Private Equity, Eight Roads, F-Prime Capital, Matrix Partners, Ventureast, and Helion Ventures. 

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For more information contact:
Pooja Poddar Jain
Lead, Communications @ MoEngage