**All details have been anonymized. Alice** was buying furniture for her move to New York City. After a full day of price comparing, reading reviews, and calculating the right measurements for her new apartment, Alice decided on her purchase. At 5 pm, she ordered a $200 couch and a $300 mattress from a retailer we’ll […]
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Customer Experience
The Elephant in the Room: Declines Send Customers Packing
Customer Experience
Ecommerce 2021: Rethinking Digital Challenges & Opportunities
Forrester indicates that 27% of brands improved their CX Index score in 2020 – a notable jump. But the crisis made clear the gap between customer experience leaders and the laggards: 70% of the most digitally mature companies significantly outpaced their competition. To build up resilience and drive recovery in the long run, eCommerce merchants must […]
Customer Experience
3 mCommerce Trends To Watch in 2021
Traditionally, customers preferred browsing shops on mobile but completing purchases on desktop. Now, that monetization gap is closing as new technologies make mobile shopping more streamlined and widely accessible. It’s early 2021, and most of the world is still living in a pandemic state, with both customer behavior and business planning already greatly influenced. People […]
Fraud Prevention
2021 eCommerce Fraud Trends: Classic Goes Out of Style
As everything shifted to digital, merchants had to innovate. They rolled out new omnichannel flows, streamlined processes to improve fulfillment, and offered new perks and policies to boost loyalty. With more online shopping activity comes greater opportunity for fraud, and fraudsters rose to the occasion. They were quick to pivot and detect new vulnerabilities during […]
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eCommerce Expansion
Why Merchants Need Buy Now, Pay Later Now
Buy Now, Pay Later (BNPL) has quickly become a popular online payment option. According to a PYMNTS report, Millennials and Gen-Z will spend 44% and 72% more on orders if BNPL is available as an option. To capitalize on this growth, one in three eCommerce retailers are expected to offer some type of BNPL payment […]
Fraud Prevention
Changing with the Times: Maximizing Sales to a Generation on the Move
In September, the Pew Research Center reported that a majority of 18-29-year-olds in the US, 52%, were living with their parents. Affected largely by the spread of the coronavirus earlier this year and the economic downturn it caused, the share of young adults living at home today is higher than it was at the end […]