25+ AI Personalisation Statistics (2026)

per year saved by Netflix through its AI-powered recommendation engine, by reducing churn

Netflix's recommendation system is the gold standard. AI matches members to content, reducing the #1 cause of cancellations.

of ecommerce teams credit AI personalisation with revenue growth

AI-powered product recommendations, personalised search results, and dynamic pricing are directly lifting ecommerce revenue.

more valuable: visitors arriving from AI-powered search compared to traditional organic search

AI search delivers higher-intent visitors who spend more and convert at higher rates, making AI-driven personalisation a revenue multiplier.

of sales teams with AI saw revenue growth, compared to 66% without AI-powered personalisation

AI-personalised sales outreach, proposals, and follow-ups create a measurable revenue gap between AI-equipped and non-AI teams.

of consumers are comfortable with AI creating personalised content and recommendations for them

Over a third of consumers actively welcome AI personalisation, with Gen Z (44%) being the most receptive generation.

of customers believe AI will change how they interact with companies

More than half of consumers already expect AI to fundamentally reshape their brand experiences.

of consumers don't care whether they interact with a human or AI, as long as their problem is solved fast

Speed and resolution matter more than the channel. Consumers are outcome-focused, not channel-focused.

of Gen Z consumers are comfortable with AI-generated personalised content, the highest of any generation

The generation that grew up with algorithmic feeds is the most open to AI personalisation in commercial contexts.

of marketers using GenAI use it for basic content creation and writing personalised copy

Personalised copy, emails, ads, landing pages, is the #1 use case for generative AI in marketing teams.

of marketers expect GenAI to free them for more strategic, personalised campaign work

AI handles the repetitive personalisation work (variations, segments, A/B tests), letting marketers focus on strategy.

of email marketers say AI personalisation is more effective than traditional email marketing

A majority of email marketers report that AI-personalised campaigns outperform manually segmented ones.

of businesses using AI chatbots for marketing see a rise in high-quality, personalised leads

AI chatbots deliver personalised interactions at scale, qualifying leads in real time based on individual behaviour.

of workers say generative AI helps them better serve and personalise for their customers

AI personalisation works from the inside out, employees armed with AI deliver more tailored, relevant interactions.

of companies now use AI in at least one business function, enabling personalisation at every touchpoint

Near-universal AI adoption means personalisation can now span the full customer journey, not just marketing.

of service teams with AI report reduced costs while maintaining personalised, high-quality support

AI enables scalable 1-to-1 personalisation without the cost model of 1-to-1 human staffing.

per week saved by marketers using AI, freeing time for deeper personalisation strategy

Five weekly hours freed from routine tasks lets marketers invest in more sophisticated, personalised campaigns.

consumers would rather purchase through an automated, personalised digital process than speak to a human

A significant consumer segment actively prefers AI-personalised self-service over human-mediated experiences.

of people have interacted with a chatbot in the past year, experiencing AI personalisation firsthand

Nearly 9 in 10 consumers have already been exposed to AI-personalised interactions, normalising the experience.

of consumers prefer AI to avoid repeating personal details across channels

Context-aware personalisation, remembering preferences and history, is a key driver of consumer preference for AI.

of consumers who've used chatbots think companies using them take good care of their customers

AI personalisation creates a halo effect, customers perceive brands that use AI chatbots as more customer-centric.

of customers now expect personalisation as a standard part of the experience

Personalisation has shifted from delighter to baseline expectation, AI is what makes it deliverable at scale.

of CX 'Trendsetters' believe AI can effectively personalise customer experiences

The most AI-mature teams are near-unanimous that AI is the right tool for personalisation at scale.

more likely to report improved customer loyalty: brands that excel at personalisation

Personalisation leaders see materially higher loyalty, a direct link between AI-driven tailoring and retention.

of consumers say they expect more personalised service now that AI is available

Nearly two-thirds of consumers have raised their personalisation expectations specifically because of AI.

of CX leaders believe AI agents are becoming skilled architects of highly personalised customer journeys

AI is moving from personalising single messages to orchestrating entire end-to-end journeys.

average year-over-year increase in brands' personalisation budgets

Double-digit budget growth signals that personalisation, increasingly AI-powered, is a rising strategic priority.