Digitally-influenced and results-driven customer experience solutions for the E-Commerce and Retail industry.

The retail and e-commerce industry accounts for an enormous slice of the global and domestic economies. According to Statista, combined global retail and e- commerce sales are estimated to exceed $27 trillion in 2022 and soar above $30 trillion by 2024. Though in-store retail has long been the dominant subsector in this market, consumer demand for digital commerce has turned at a rate that economic forecasters struggle to keep up with.

In a January 2022 report, Insider Intelligence predicted that e-commerce sales in the U.S. alone would hit the $1 trillion mark in 2022, two years earlier than pre-Covid-19 models had forecast. Not surprisingly, the retail market is now predominantly an omnichannel one designed to provide a seamlessly integrated online/offline experience model for customers.

For brands that want to continue to be relevant to consumers, retail CX must apply to every possible touchpoint when customers shop with that retail brand. Being fully digital is now a necessity for retail success. A purchase can be online, inside a store, or involve research prior to purchase in either environment. A successful interaction depends on the smoothness of the customer journey of a customer from exploring a retail brand’s website or visiting a physical store to making an actual purchase that can include selection, billing, packaging, and delivery of the products involved.

There’s a lot of room for problems in the process, and customer lifetime value is put at risk whenever inadequate attention is paid to any of them. Likewise, each step creates an opportunity to make customers happy so that they repurchase, try other products, recommend purchases to their friends, and write positive reviews. Turning consumers into advocates and influencers is now a key goal for every retailer.