• Personalization is Paramount, But Engagement Lags
• India Leads in User Engagement Evolution with Contextual Campaigns Driving Growth
• A 40% increase in conversions observed among brands implementing advanced personalization strategies
• 25% uplift in customer retention linked to AI-powered engagement and automation
• 60% of businesses are shifting toward first-party data, preparing for a privacy-first future
• 30% increase in retention metrics for businesses deploying lifecycle engagement and automation
• 3x jump in WhatsApp campaign adoption for real-time customer communication
• Personalization and Precision Marketing Emerge as Key Drivers for Retention and Revenue Growth Across Industries

Mumbai, April 23, 2025: WebEngage, a leading full-stack retention platform and B2B SaaS company, has released its Global Trends & Benchmarks Report 2024–2025, highlighting India’s exponential growth in contextual marketing. The report reveals a 163% surge in revenue from such campaigns and identifies key trends driving customer engagement across APAC and beyond. A key finding for India and the broader APAC region reveals a paradox: while personalization is crucial, the region lags in key engagement metrics – highlighting an opportunity for deeper optimization.  

The report analyzed data from 850 brands and over 400 billion messages, highlighting significant trends shaping user engagement across various channels, geographies, and industries. 

Key findings indicate a strong move towards personalized and contextual campaigns, with a notable increase in engagement. AI-powered automation, hyper-personalization, and first-party data strategies are set to redefine business success in the coming year. As businesses navigate stricter data privacy laws and evolving customer expectations, brands using AI-driven engagement have reported a 25% increase in customer retention, while advanced personalization tactics drive 40% more conversions.

Key insights from the report: 

Retention & Personalization Trends:

• BFSI Leads in Engagement: The BFSI sector in India and APAC demonstrates strong performance with a 33.56% open rate and a 7.28% click-through conversion rate, showcasing the effectiveness of targeted campaigns in this sector.
• Media & Entertainment Shows High Volume: The Media and entertainment industry sends the highest messages in India and APAC (138 billion), indicating the importance of customer engagement in this sector.
• Personalization is Essential: The report emphasizes that personalized, relevant messaging is critical for maximizing ROI and fostering customer loyalty across all sectors.

Strategic Shifts & Channel Adoption

• AI-Powered Customer Engagement Increases Retention by 25%. Brands leveraging AI-driven automation and predictive analytics are experiencing higher customer loyalty.
• Personalization Strategies Lead to 40% Higher Conversions. Companies using behavioral segmentation and AI recommendations outperform competitors in sales and engagement.
• 60% of Businesses Prioritize First-Party Data Collection. The shift is driven by the deprecation of third-party cookies and the rise of stricter data regulations. Underscores a 60% surge in first-party data adoption, signaling a fundamental shift away from third-party cookies in response to privacy regulations.

Avlesh Singh, Co-founder & CEO of WebEngage, commented on the findings and said, ““This year wasn’t just about keeping pace with change—it was about embracing it, steering it, and, at times, even challenging it. From AI-powered personalization to reimagined engagement strategies, our partners have shown that innovation isn’t a buzzword—it’s a necessity. As we look ahead to 2025, we believe AI will continue to drive real-time, hyper-targeted marketing at scale. The fusion of AI and automation is enhancing efficiency, deepening engagement, and boosting marketing ROI, ensuring that AI-driven businesses stay ahead in an increasingly digital-first world. At WebEngage, we’ve had the privilege of partnering with brands across industries and geographies, witnessing firsthand how they adapt to the evolving complexities of user engagement.” 

The report provides valuable benchmarks and actionable insights for businesses looking to enhance their customer engagement strategies in 2025. It emphasizes the importance of data-driven decisions, AI-powered personalization, and omnichannel approaches to building lasting customer relationships. It reinforces the continued importance of channels like push notifications, email, and WhatsApp in driving meaningful engagement.

The insights highlighted by WebEngage are driving this transformation, equipping businesses with the tools, intelligence, and strategies needed for exponential growth. It shows that AI is no longer a trend—it’s now the backbone of business innovation. Industries like BFSI, e-commerce, and healthcare will continue leveraging AI for fraud detection, predictive analytics, and personalized recommendations. More than a presentation, this report serves as a compass for 2025, offering actionable insights to help marketers refine their engagement approaches and stay ahead in an evolving digital panorama.

Click here to download the report:

About WebEngage:

WebEngage helps consumer brands engage and retain customers to achieve higher lifetime value and marketing ROI. The product stack includes a robust customer data and analytics platform – unifying data across silos, the best-in-class engagement layer with a multi-channel journey builder, and a personalization engine that helps boost conversion for all channels, including the web and mobile apps. 

Ranked #1 consistently across all review platforms on ease of use and comprehensiveness of the platform, WebEngage is used by 800+ brands across India, the Middle East & Africa, Latin America, and Southeast Asian markets. The roster across E-Commerce & Travel,  Edtech, BFSI & Fintech industries includes brands like IKEA, Unilever, Walmart, Myntra, Unacademy, Pepperfry, GoIbibo, Adani One, PFI Mega Life, PasarPolis, Wego, Groww, Acko, Blackberry, among others.