Last year we looked at what consumers had learned from their crash course in online shopping during the pandemic and importantly, what this meant for brands.

 

A year on, our latest research has shown that digital CX improvements are for life, not just for lockdown. Despite the UK’s unlocking and return to normality, this year’s survey has seen the reported importance of digital customer experience continue to rise.

 

Brands are now risking £21bn in online sales as consumers demand human and relevant digital experiences. This is up from £12bn last year, showing the extent of the UK consumers’ impatience with poor digital experiences.

 

What does this mean for your brand?

 

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