Executive Summary

2020 is turning out to be a year like no other, with important lessons to be gleaned for online businesses. The report before you analyzes the current forces shaping the European eCommerce landscape. It explores how meeting customers expectations and providing a consistent experience across channels and borders are critical to staying competitive. At the same time, technological advancements and regulatory changes are driving innovation, escalating competition throughout the eCommerce landscape. This report explores what merchants selling in Europe must do to stay ahead of the curve.

You’ll find insights on:

01   Adapting to a Post-Crisis eCommerce Landscape

The Coronavirus pandemic is recognized as the biggest disruption to global economies in over a century. The European Commission estimates that it’s already bigger than the 2008 recession, and the long-term implications are only beginning to be realized. This report provides insights on the impact of the pandemic on businesses and consumers, and outlines some key initial lessons on how merchants can position themselves to stabilize and grow.

02   Providing a True Omnichannel Experience

Today’s customers want to be able to make a purchase whenever and wherever the need arises, and they expect to have a seamless experience every time. Mobile commerce is already overtaking desktop eCommerce in the biggest European markets, and alternative fulfillment methods such as in-store collection and returns are rising in popularity. Merchants must overcome technological and logistical challenges to support all of these channels, while staying on top of new fraud risks. Those that succeed will be well positioned to grow sales and remain competitive against other players in the eCommerce space.

03   Empowering Cross-Border Shopping

More than one-third of European shoppers already make cross-border purchases from other countries within the continent, and that number is growing. Removing barriers for non-domestic shoppers can be a huge engine for growth. Many, however, remain wary of expansion, fearing unfamiliar eCommerce cultures and unknown fraud risks, as well as competition from international marketplaces. This report illustrates the importance of adaptive fraud prevention for overcoming these barriers and thriving in the global market.