What does the future hold for the digital customer experience? Part 2

For the past fifteen years, the eRetail Benchmark from eDigitalResearch has been tracking and measuring every innovation and enhancement to the digital customer experience – from the introduction of mobile sites and apps to the growing use of responsive design.

The latest results reveal how continued development to digital touch points is having a positive effect on satisfaction – in the twelve months to January 2015, we saw a three per cent increase in overall multichannel customer satisfaction.

Leaders in the digital customer experience sphere are continually setting the bar higher and higher – but what does the future hold for the future of the digital customer experience?

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What does the future hold for the digital customer experience? Part 1

The latest eRetail Benchmark results from eDigitalResearch shows how continued technical innovation and investment in digital touch points is having a positive effect on the digital customer experience – in the twelve months to January 2015, we saw a three per cent increase in the overall multichannel customer satisfaction.

For the past fifteen years, the eDigitalResearch eRetail Benchmark has been tracking the changing digital customer experience across established and emerging digital channels.

Leaders of the benchmark’s latest results – such as New Look and John Lewis – are averaging top scores we’ve not seen before in the eRetail Benchmark’s fifteen year history and offer up a seamless digital customer experience across all channels.*

But what does the future hold for the digital customer experience?

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