How tomorrow’s ecommerce leaders deliver exceptional customer experience

Fast, flexible, and reliable fulfillment. Personalization at scale. Seamless, accurate checkout. Each of these amplified needs has created an unprecedented requirement for a true omnichannel experience, where consumers are able to interact with retailers through their preferred digital channel and have the same, ‘tailored to me’ experience each time. The new retail reality is one that is digital-first, fluid, and agile.

Leading brands and marketplaces are responding to this new reality in varying degrees, as the divide between tech-enhanced retailers and lagging counterparts grows wider. For online retailers to succeed and consistently provide an optimal experience, they must constantly improve their commerce strategy by considering how each of their channels works together to serve consumers from initial touchpoint to delivery. To do so, retailers of all sizes must turn to technology and tools to ensure consumer expectations for seamlessness, personalization, transparency, support, and security are met at each step of the purchasing journey — without getting buried in manual work.

In this Digital Commerce Playbook by business intelligence platform PSFK in partnership with tax compliance software firm Avalara, we present key trends and technologies across 5 stages in the purchase journey that retailers, brands and businesses should adopt to deliver best-in-class customer experiences that drive engagement and loyalty. These insights can help companies understand the changing expectations of today’s consumers, explore leading-edge CX innovations and prioritize their software and solutions investment roadmap.

“Over the past decade, consumers have experienced a radical shift in how they think and go about their day-to-day shopping. The rise of ecommerce platforms and online marketplaces like Amazon, Etsy, and Facebook has significantly changed the digital shopping experience and elevated the expectations of consumers, which has created next-generation experiences driven by convenience,” according to Megan Higgins, General Manager, Ecommerce and Global Marketplaces at Avalara.

“Consumers expect to search for products and services from anywhere, anytime, then receive those goods within days with real-time visibility on the entire shipment process. As such, the onus is on ecommerce retailers of every size to set up shop on multiple online channels while maintaining a personalized and secure shopping experience.”

This 50-page deep-dive research report includes:

  • A  five-stage framework comprising 15 pillars for delivering best-in-class end-to-end digital commerce experiences
  • 48 trend-supporting exemplary case studies
  • Consumer insights and industry stats & quotes to support further research
  • Key takeaways for enabling digital commerce leaders across categories

For a copy of this free report, please visit: https://www.psfk.com/report/digital-commerce-playbook