News

Personalization, customer reviews driving better customer experience

April 5, 2017

A new Astound Commerce study, focusing on key drivers impacting e-commerce and customer experience, reveals personalized product recommendations, customer review activity and real-time inventory management are playing critical roles in advancing sales and such elements are part of 90 percent of retailers' websites.

The report, 20/20 Vision: Looking Forward by Looking Back at 20 Years of Digital Shopping Innovation, explores technology advancement in digital commerce, according to a press release.

"The e-commerce experience has undergone a vast transformation as technology has advanced and retailers have made smart digital investments to improve their merchandising and customer service tactics," Lauren Freedman, SVP of digital strategy at Astound Commerce, said in the release.

"The current e-commerce experience is almost unrecognizable from that of 20 years ago," Freedman said. "With next-generation features such as chatbots, virtual reality, the digitization of brick-and-mortar, and the dominance of disruptors like Amazon and Alibaba we anticipate the commerce experience will continue to change dramatically over the next five years. We're excited to keep analyzing this space, and can't wait to see the next 'big things' in the omnichannel customer experience emerge."