The 2020 Mid-Year Economic Update_long
The State of Commerce Experience 2021

In 2020, a whopping 83% of decision-makers reported double-digit growth in digital revenue. In 2019, before COVID-19, only 9% experienced such growth. This is not a moment to let pass you by.

For the second year in a row, Bloomreach, the leader in commerce experience™, commissioned Forrester Consulting to conduct an online survey of B2B and B2C businesses and consumers in e-commerce across the US, UK and Germany. 

Read on to discover what the study found, and how firms can capitalize on the market share they’ve captured during COVID-19.

Take a look at some of the key findings:

  • Direct website is the fastest-growing channel and the biggest contributor to annual revenue (26.5% this year vs. 17.9% last year)
  • 76% of buyers experienced challenges in a recent shopping experience on direct websites.
  • 92% of decision-makers experience challenges with their tech stack and think tech is the biggest hurdle across the e-commerce journey

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