The pandemic accelerated a shift to ecommerce which continues to grow globally. Ecommerce sales are expected to surpass $1 trillion this year and reach $5.1 trillion worldwide by 2026. Today, consumers have many online shopping options to choose from, making the customer experience a key competitive differentiator for ecommerce companies.
A positive customer experience helps build relationships with consumers, increases brand loyalty and strengthens trust, which reduces customer churn and boosts revenue. According to research by Genesys, 70% of consumers say a company is only as good as its customer service.