Issue The privacy paradox: the more personal the offer, the more cautious the consumer

Summary

This issue concerns a paradox in Capgemini's own findings: the more personal the experience, the more cautious the consumer becomes. Many shoppers ask for AI-driven personalization, yet 69 percent worry about the privacy of personal, financial, and browsing data used to build hyper-personalized content. The report stresses that more personalization is not automatically better and that brands must find the right balance. The stakes are competitive, since 52 percent would switch retailers for better data protection. Firms that prioritize privacy and security are described as more likely to win lasting loyalty.