Digital customer experience budgets are rising, but brands still face several hurdles in achieving superior customer experience (CX), including lack of internal resources, according to Digital CX Transformation In Retail, a study by Gatepoint Research, sponsored by iAdvize.
Of the firms polled, 49% are increasing their spends on digital CX, while 37% are maintaining their budgets and 14% decreasing them.
Among the obstacles are:
Websites are leading the way when it comes to providing a strong customer experience. Brands list:
In addition, 71% cite authenticity as the main driver digital CX excellence. Second was personalization, listed by 64%, followed by positive emotions (59%), 24/7 real-time assistance (41%), message consistency (40%) and human interaction (34%).
Personalization was specified as a top priority by 81% COVID-19-era respondents, versus 55% of pre-pandemic ones.
However, 64% say they are delivering successful shopping experience with personalization, compared to 41% doing so with community. However, the latter reflects a rise in maturity, the study notes.
Gatepoint surveyed over 100 large retailers and ecommerce leaders before and during the COVID-19 pandemic.