Eight in 10 surveyed organizations are prioritizing investments in ecommerce operations equally, or ahead of, in-store experiences, according to the Voice of the Enterprise: Customer Experience & Commerce: Merchant Study conducted by 451 Research, an offering of S&P Global Market Intelligence.
More than half of survey respondents, or 54 percent, said their organizations plan to prioritize ecommerce experiences in areas such as mobile payments and online services, including buy-online/pickup-in-store and curbside pickup. That is up from 31 percent in the second quarter of 2020.
The survey is based on responses from about 250 organizations in the United States in industries including retail, hospitality, home improvement and consumer packaged goods.
