Delivering Frictionless Commerce

A guide to understanding customer expectations and growing brand loyalty

E-commerce adoption has advanced dramatically during the COVID-19 pandemic. During the first 90 days of the pandemic, we vaulted forward 10 years in digital adoption. To remain competitive, brands need to adapt to consumers’ emerging needs and evolving expectations with respect to how and where they intend to discover, shop and engage with the products and services they buy.

Our 2021 research study report breaks down six dimensions of frictionless commerce that brands need to deliver on, in order to build loyalty and affinity among consumers.

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