The consumer experience has evolved rapidly from the transactional in-store shopping process to one that’s rooted in deep, ongoing digital relationships. Leading retailers are constantly striving to deliver a better customer experience than their competitors, and as consumers, we’re very used to finely honed checkout experiences, excellent communication, and speedy delivery.
In Q4 of 2021, KPS in partnership with WBR Insights, surveyed 100 leaders in eCommerce and digital across the UK. We wanted to find out what they thought of the future of customer behaviour, online customer experience, digital solutions, data management, and fulfilment services.
This exclusive report explores key eCommerce focus points in 2022 including checkout optimisation, order fulfilment, customer reviews and data.