Digital CX in the Age of COVID-19

“According to Avalara and PSFK’s Digital Commerce Playbook, the following trends are shaping the modern customer experience online:

  • Frictionless expectations
  • Convenience culture
  • Value in transparency
  • Prioritizing the checkout experience
  • In fact, a study showed that 63% of online shoppers are more open to sharing personal information if it means brands and retailers can better anticipate their needs.
  • According to an Acquia report on customer experience, 90% of consumers say when they interact with a brand online, they want a convenient experience.”

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