This report combines insights from consumer and business research and industry experts to uncover how retailers can find the perfect balance between customer experience and business efficiency.
We surveyed
retailers
consumers
countries
Walking the line
Against a backdrop of changing regulations, new payment methods, new technologies, new competitors, and new business models, retailers today face the challenge of maintaining differentiation while ensuring efficiency.
Expectations are high and budgets are tight. But challenging times often provide the richest growth opportunities. New technology and rising customer expectations are helping to raise the bar across the industry. And the retailers that stay ahead of the curve, will reap the rewards. The key to success is staying on top of customer demands without adding unnecessary complexity to your business, which poses the question:
How can retailers balance amazing customer experience with operational efficiency?
To answer this question and help you achieve your goals, we surveyed 500 companies and 2,000 consumers in the UK.
Key findings
of consumers will abandon a purchase if they can’t pay how they want
of businesses that connect their backend systems reported increased sales
higher revenue growth is predicted by businesses that know the majority of their shoppers
of consumers feel more unsafe shopping today than they did 10 years ago because of payment fraud
Unlock the full report
Customer experience and business efficiency are often seen as opposing forces. However, our research finds that combining the two can unlock exciting growth opportunities.
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