Shoppers expect personalization. Accessibility  makes it work.

Hyper-personalized shopping

Shoppers expect tailored journeys—but personalization isn’t complete if some are left out. Accessibility is what makes hyper personalization authentic, adapting not just to what people want, but how they shop.

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71%

of shoppers expect personalized experiences

Source: McKinsey

87%

of eComm leaders are using hyper-personalization

Source: accessiBe

61%

of consumers spend more with brands that personalize well

Source: Medallia

“Businesses that make sure every step, start to finish, works for all customers will earn loyalty, repeat purchases, and word-of-mouth recommendations. For me, when I’m treated right and can complete a checkout smoothly, I not only come back but also share that positive experience with my family and friends.”

Josh Basile, Esq., Community Relations Manager

Impact on eCommerce holiday season

Hyper-personalization is the new baseline—but without accessibility, it excludes. True personalization adapts not just to taste and behavior, but to how shoppers access your site. Yet while 71% of shoppers expect personalization, only 25% of journeys deliver it—a gap that leaves millions behind. Inclusive journeys close that gap and win trust, loyalty, and repeat business this holiday season.

Behind this research

Our eCommerce trends survey, conducted in partnership with Qualtrics, non-profit leaders, and disability community organizations, gathered insights from over 300 eCommerce leaders, decision-makers, and members of the disability community. This collaboration ensures the research reflects both industry priorities and lived experiences.