The State of Commerce Experience

A definitive study into the B2C and B2B landscape, before and during the Covid-19 crisis

Get exclusive access to the Forrester research study, commissioned by Bloomreach, on 'The State of Commerce Experience'.

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This is a must-read for any business navigating the changing market conditions and setting mid- to long-term strategic priorities in the current economic environment.

Brian Walker, CSO at Bloomreach

What you’ll get inside this study:

  • Information on the behaviors and expectations of consumers and business customers in their online experiences, including important shifts relative to Covid-19.
  • An inside look at the channels and capabilities businesses are offering to serve customers.
  • Valuable market insight on digital investments and business priorities in the world of commerce.
  • Actionable steps your business can take to better serve the needs of your market, category and customer.

Digital experience expectations are on the rise. Consumers expect efficient, engaging, relevant experiences on their device of choice or as they seamlessly engage across digital interfaces. 

However, many businesses are misaligned with what buyers really want. They struggle to identify and deliver the right content at key moments on the path to purchase. And many discount the importance of digital table stakes like good search, contextual merchandising, rich product content, or even mobile capabilities. Others have invested in shiny new front-end experience technologies like AR or bots that overshoot what many of their customers need today. 

Better alignment between what buyers expect and what sellers offer has never been more critical. Investments need to be guided by digital maturity and unique needs of your market, category and customer.

Pre-register for exclusive report access in June 2020.

Snapshot Findings

of buyers are shopping online for products they’ve never bought online before.
of buyers will not buy from the same seller again if they have had a bad experience.
of buyers would pay more for a better, faster online buying experience.
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