Every time someone interacts with a brand, it’s an opportunity to build trust, deliver value, and ultimately, drive growth. But as customer expectations for seamless ecommerce experiences increase, it can be difficult and expensive to scale the quality and quantity of interactions to meet demand — especially in a shrinking labor market. Often, it can feel like you’re trying to hit a moving target.
In the quest to deliver more valuable brand interactions, data insights gleaned from customers’ past history with your brand are essential. Ada analyzed more than 21 million ecommerce interactions between October 16 and December 15, 2021 — peak Black Friday and Cyber Monday (BFCM) shopping season — and uncovered key insights that brands will need if they want to transform their customer experience in 2022.