of customers begin their shopping journey by a digital channel*
of online purchases are made on a mobile device
9 out of 10
mobile users can be reached with AR integrated into a website
Our retail trend report explores new consumer expectations and considers how retailers can invent and reinvent themselves as they problem-solve and innovate.
The pandemic has prompted a generational transformation in retail with a migration to digital - for the first time ever, 50% of customer experiences recorded in the UK Customer Satisfaction Index (UKCSI) were digital, as even the most reticent online shoppers embraced this channel.
As the relationship between customers and retailers becomes more remote, the most progressive retailers are harnessing the latest digital technologies to deliver world-class service. Examining each step of the customer journey in turn, download the report to access:
- a valuable sourcebook of clear, actionable insights, ideas and inspiration for you to apply in your own business
- a spotlight on brands and retailers who are already taking steps to exceed new expectations