Connecting the cross-channel customer experience


More and more, consumers interact with eCommerce brands on a multi-channel basis, switching instinctively between emails, mobile apps, bricks-and-mortar, social media and websites. And whilst many marketers think about channels separately, consumers expect a single cohesive experience that transcends channels.

We polled 2000 consumers across the UK to find out how many channels shoppers interact with before making a purchase, how different channels fit into the customer journey and what consumers want to see from a cross-channel customer experience.

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