The long-term consumer trend toward greater use of digital commerce channels was given an enormous boost by COVID-19 and shows no signs of a significant slowdown. This seismic shift means we may be dropping the “e” from “ecommerce,” and simply calling it “commerce,” comprising shopper journeys that seamlessly encompass online, mobile, social, voice and, yes, physical touch points along the way.
Traditional retailers have been grappling for years with ways to provide these friction-free customer experiences, and now increasingly popular direct-to-consumer (DTC) brands also are entering the fray. Forward-thinking brands are also looking five to 10 years ahead, seeking the emerging touch points that will support transactions by the year 2030.
This session will explore how DTC brands can grab current opportunities while also positioning themselves for “commerce” success in the longer term. Key takeaways will include:
- Examples of “low-hanging fruit” that brands and retailers can take advantage of immediately;
- Guidelines for creating a future-ready enterprise capable of offering a truly seamless customer experience, including tightly integrated order management systems and verticalized product bundling;
- The importance of working with solution providers and partners that have both B2B and B2C experience; and
- The benefits of incorporating tax solutions within digital transformation plans and tech stack upgrades.