4 Ways retailers can deliver great CX in 2021

4 Ways retailers can deliver great CX in 2021

There’s been a lot of attention on the shift to e-commerce in 2020, but much of that was really a shift to omnichannel commerce driven by customers ordering online for in-store or curbside pickup. Nielsen research reported in December that omnichannel spending increased by 50% in 2020, with “almost half of all consumer goods purchases” made online, coupled with a 26% increase in in-store pickup from September 2019 through September 2020. Read more…