Skip to main content
All Resources

The State of the Omnichannel Customer Experience 2020

Shopping behaviors are shifting rapidly as more channels and touchpoints are becoming more important to more shoppers. Are retailers keeping pace? In an attempt to answer that question, we shopped 90 retailers in 12 countries. We browsed. We bought. We ordered. We picked up. And we returned. And we documented our journeys in our Customer Experience Index.

Explore & Discover