Customer Experience
2020 turned the fashion industry on its head, sending in-store revenues plummeting while ecommerce sales soared. A transition that would’ve taken years was completed in a matter of months, giving businesses that were already strong digital players a significant advantage. Those who were not, on the other hand, often struggled to accommodate the shopping boom … Continued
The air travel crisis has made one thing clear: the time for digitalization is now. The industry is not expected to return to cash positivity until 2022, but airlines can’t afford to continue counting their losses. The economic and social impact of the pandemic, combined with the explosion of a new digital front, offers an … Continued
Fulfillment has become a top priority for customers. According to Shopify, 67% of U.S. consumers expect either same-, next-, or two-day delivery. Around the world, businesses are prioritizing fulfillment to meet this demand – evident in the arms race in delivery speed between Amazon and other big retailers. Last year, Walmart launched Express, offering two-hour … Continued
**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 … Continued
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 … Continued
People are turning to their smartphones more than ever, and retailers worldwide have had to launch or expand their online presence to protect their revenue and continue serving customers through lockdowns and social distancing. The outcome is not only greater mobile shopping activity but also fiercer competition as the online shopping field gets crowded with … Continued
Despite the amount of virtual ink that has been spilled discussing ATOs and their impact in recent years, we found a surprisingly large percentage of merchants aren’t taking them seriously, with 27% of all merchants reporting that they don’t have measures in place to prevent them. That may explain why 35% of merchants report that … Continued
PSD2 has led to a period of uncertainty for online merchants and consumers alike. To find out more about their concerns, Riskified commissioned a survey in 2019 of 2,000 consumers and 200 retailers evenly split across the UK, Germany, France, and Spain. Elena Lerman, one of our talented in-house designers, has turned the results into … Continued
Almost a month has passed since the September 14 PSD2 deadline. But as we know, a lack of market readiness has meant that the new legislation may not be enforced consistently across Europe until December 2020. In this post, I will go through some of the key steps online businesses should be taking to ensure … Continued
