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Sneak Peek at Findings

The State of Commerce Experience is a comprehensive study examining the state of digital commerce. It helps business leaders prioritize what is important to customers right now, understand what their competitors are doing, and assess how the Covid-19 crisis plays out in commerce.

Forrester conducted surveys with B2C and B2B customers and global decision makers running eCommerce programs and technology purchases (businesses). Surveys were completed before and after the beginning of the global public health crisis, and results compared.

Customers

The Covid-19 crisis has changed consumer's purchasing habits, and eCommerce is now more important than ever. Buyers are looking for tools that help them get what they need when they need it.

Businesses

Business’ priorities have shifted as a result of COVID-19. Pre-COVID-19, almost half of businesses planned to increase budget for their offline stores. Since the coronavirus outbreak, investment in offline purchases has halved. Most businesses plan to increase their investment in online channels like web, apps, social, and third-party marketplaces

What Does it Mean for Your Business?

  • ​Better alignment between what customers expect, and what businesses offer has never been more critical.
     
  • Investments need to be guided by digital maturity and unique needs of your market, category and customer.
     
  • Digital table stakes like good search, contextual merchandising, rich product content, or even mobile capabilities is more important than ever.
     

Virtual Event Series on
“The State of Commerce Experience”