In this moment from the latest *Data Blades* podcast episode, *Dave Weinand* breaks down why consumer expectations are rising faster than most teams can respond. Only 12% of retailers have personalized more than 75% of the journey, and that stat sets the stage for a deeper look at the *personalization gap.* As Dave explains, consumers don’t experience brands in silos, which is why the customer experience in retail keeps shifting under our feet.
We dig into what the recent *Adobe* and *Incisiv* research on the state of customer experience in retail and consumer goods reveals about the real barriers holding brands back. The personalization gap shows up everywhere in the customer experience in retail, and the pressure is only increasing as consumer expectations rise across every touchpoint.
If you want to understand where the retail customer journey personalization battle is really being fought, this clip is your starting point. The personalization gap is real, and the brands that close it will win as consumer expectations rise.
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from *The Retail Razor: Data Blades* #podcast
*S2E4 The Customer Experience Gap Nobody's Talking About*
*Released on February 19, 2026*
*Chapters*
00:00 The Personalization Gap: Retail & CPG Stats That Set the Stage
00:20 Why Expectations Keep Rising: Consumers Don’t Experience Brands in Silos
00:51 The Channel Explosion & Org Mismatch: Social, AI, and Structural Challenges
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