Winning with Personalized CX in Digital Commerce

Omar MCustomer ExperienceLeave a Comment

Woman holding a card making a purchase on a laptop

Winning with Personalized CX in Digital Commerce

The world of digital commerce has seen unprecedented shifts since the start of the decade, in both customers’ purchasing behavior and their expectations from the brands they purchase from. It’s no surprise that digital commerce growth spiked in 2020, but it doesn’t stop there. Digital commerce is projected to reach nearly 23.6% of total retail sales by 2025.

Companies have to adjust to the rapid changes in consumer behavior, as well as growing consumer expectations, by providing exceptional customer experiences through personalized communication. 

Adjusting to Social Media Influences

By 2025, Accenture forecasts that 62% of digital commerce spend will be done by Millennials and Gen Z. Being the dominant segment in the future of ecommerce, adjusting business practices to the expectations and behavior of these two generations is a must. A recent study by Statista shows that over 54% of Gen Z and 58% of Millennials do their purchasing research on social media platforms. Another report forecasts that the number of Americans making their purchases directly on social networks will increase to 108 million by 2025, a growth of almost 37% from 2020.

It’s clear that social media platforms are no longer just influencing ecommerce. Instead, social networks are turning into the new ecommerce platforms. 

More Than Just a Product

As digital commerce platforms continue to grow and provide customers with more options for everything they need, customers are becoming more selective about who they give their business to. Consumers want to learn about the brands they are buying from, and have growing expectations from these brands. A research by Kantar during the COVID-19 pandemic shows that consumers expect brands to look after their employees, with 78% expecting companies to prioritize their employees’ health, and 62% expecting flexible working conditions for employees.

Showing how brands care for their employees goes a long way. More and more, this is becoming a requirement, as employee satisfaction is a key metric for consumers when evaluating which brands they want to put their trust in.

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