The Transformational Impact of Digital Customer Experience on Retail and E-commerce

Today’s consumers have high expectations when they go to a website or mobile app–they expect a frictionless experience or they’ll likely take their business elsewhere.

A new Forbes Insights and Glassbox survey reveals that while retail and e-commerce leaders are striving to meet this demand, the path to improve the digital customer experience (CX) is a more complex story.
  • 84% of executives agree that excellence in digital CX is vital to business survival
  • Only 39% of respondents said they have completely defined goals and strategies for digital CX
  • 85% of respondents agree that they increasingly compete on digital CX as much as they do on price
  • Only 39% of executives said that they’re completely and consistently achieving goals for digital CX across all customer journeys and channels

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