1、IRS218WP499|May 2024RETAILX.EVENTS/CONSUMERXIN PARTNERSHIP WITH2024ConsumerXGetting Inside the Mind of Your Next Customer2|InternetRetailing|May 2024IRS218WP 2024 CONSUMERX 2024|INTRODUCTIONContentsIntroductionUnderstanding todays consumer 03Expectations versus reality 05Key themes 07Looking ahead t

2、o the next customer 08What is ConsumerX?10Company profile:eBay 11Company profile:Ikea 12Company profile:Next 13Company profile:Screwfix 14Partner perspective 15Conclusion 17Welcome to the first ConsumerX report,which is published alongside the first ConsumerX conference,part of the RetailX 2024 Spri

3、ng Fair.At the heart of this report is the ConsumerX database,with findings from five years of consumer surveys.Each year,more than 40,000 consumers from over 20 key ecommerce markets around the world respond to ConsumerX surveys that are translated into a dozen languages.Consumers share their opini

4、ons with us on subjects covering all aspects of the multichannel shopping journey,from how they decide where to buy online,to their payment and delivery choices,as well as how theyd like to buy online in the future.Attitudes to sustainability,social media and emerging technology are just some of the

5、 areas covered by these surveys.Until this year,RetailX has used ConsumerX data only to inform our own publications.The development of the ConsumerX app allows us to now open up access to users across the ecommerce and multichannel retail industry.Our aim is to answer important questions about how s

6、hoppers are buying differently,as well as to reveal the main factors driving this change,what we might expect in the future and how retailers and brands can plan for that.Ian Jindal,CEO,RetailXFeaturedP.05We contrast the ways that consumers shop with how theyd like to shopWe identify three key theme

7、s that run through ConsumerX researchOur company profiles analyse how key retail businesses organise their services around what customers wantP.07P.113|InternetRetailing|May 2024IRS218WP 2024 CONSUMERX 2024|UNDERSTANDING TODAYS CONSUMERWere starting our exploration of modern shopping behaviour by zo

8、oming out to find out how and why shoppers in key commerce markets around the world buy online.Our research here is based on the ConsumerX Global Consumer Observatory 2024.This questioned more than 7,700 respondents from 14 countries:Australia,Brazil,Canada,China,Egypt,France,Germany,India,South Afr

9、ica,South Korea,Taiwan,the UAE,UK and USA.Were also sharing key graphics that illustrate ConsumerX research.Of 7,714 respondents to the survey,only 3.1%say they never shop online.37.8%of shoppers buy online at least once a month or more than once a week(34.1%).When shoppers dont buy online,the prima

10、ry reasons are simple they like buying instore(29.5%)or feel safer doing so(23.6%).Fewer cite specific concerns,such as around product quality(8.9%),online payment(8.9%)and delivery(4.8%),while 8.0%are simply not familiar with buying online.For those that do shop online,its about convenience and cos

11、t.Home delivery(42.8%),saving time(38.4%),cheaper prices(38.6%)and good offers(33.3%)are the top reasons.But a significant number are looking beyond those reasons.A wider product range(26%),the ability to read product reviews before buying(19.7%)and more product information(14.5%)all play a role,whi

12、le 20.2%say its simply less effort.Safety(5.5%)and health reasons(4.2%)for shopping online are cited by relatively small proportions although,by Understanding todays consumer4|InternetRetailing|May 2024IRS218WP 2024 number,more respondents say they shop online for safety reasons than are buying inst

13、ore for safety.Across markets,consumers are most likely to buy fashion clothing and accessories online,with 56.1%of respondents doing so,43.4%buying cosmetics or beauty products and 42.6%buying groceries.They are least likely to buy garden products(14.7%),niche or specialist groceries(14.2%)or tobac

14、co or vaping products(13.5%).From the 14-country research,the largest group of shoppers are those that spend between$13 and$130 online each month,followed by the 26.3%whose monthly spend is between$130 and$320.Yet spending varies by country.In Taiwan,for instance,the largest group is the 46.4%whose

15、monthly online spend exceeds$1,300,while in China,the largest group(27.5%)spends between$320 and$640 online a month.Users of the ConsumerX app can refine these findings by country,demographic,level of income and product category.When ConsumerX asked shoppers across 14 countries about online buying h

16、abits,most(59.3%)say they find reviews helpful,while 58.7%always research high cost items online.Express shipping is a stated preference for 34.2%,while smartphones are preferred both by the 44.4%who research on them and the 31.4%who order and manage purchases through them.Coupons and discounts are

17、the discovery tool for 38.4%of respondents.35.6%find items on social media,yet only 19.5%say they follow the suggestions of social media influencers.Across traditional channels,30.2%mention TV advertising and 19.2%cite print adverts.CONSUMERX 2024|UNDERSTANDING TODAYS CONSUMER5|InternetRetailing|May

18、 2024IRS218WP 2024 CONSUMERX 2024|EXPECTATIONS VS REALITY How shoppers would like to buy can differ significantly from how they actually buy,since shoppers who say they want to behave in one way may act differently when it comes to the moment of decision or purchase.This is likely to be down to whet

19、her their preferred option was available in practice and,if so,whether it was too expensive or inconvenient for them to buy.Retailers and brands that address such issues and allow shoppers to buy in the ways theyd like to may well benefit from doing so.This may involve offering new services or refle

20、cting values such as a wish to buy more sustainably.Here are some examples of what ConsumerX research reveals about how shoppers say they would like to buy and how they actually did so.When ConsumerX asked shoppers about their expectations during busy or peak shopping periods,56.5%said they would li

21、ke free shipping on all orders,34.1%that theyd like flexible payment methods and 44.1%said they would like flexible returns methods.While most would prefer free delivery,they are also willing to pay for speed.56.3%say they have paid extra for same-day delivery 10.3%always do so while 57.7%have paid

22、extra for next-day delivery.Flexible payment options were also popular.While 71.2%of shoppers said they had paid using a bank Expectations vs realityWe examine the gap between how shoppers want to buy and how they actually do it6|InternetRetailing|May 2024IRS218WP 2024 card,53.8%had paid using a thi

23、rd-party checkout,35%a mobile phone app and 32.9%a bank transfer.ATTITUDES TO SUSTAINABILITY ConsumerX research suggests that shoppers want to buy environmentally friendly products and use sustainable delivery methods.When asked how important environmentally-friendly packaging was to them,respondent

24、s said it was very important(32.5%)or important(46.4%)to them,while 69.8%said carbon neutral home delivery mattered to them.In the last year,81.2%said they had looked for sustainability information during a purchase 17.6%always,30%most of the time and 33.6%some of the time.65.2%had chosen a differen

25、t item due to that information,with 9.8%always doing so and 21.4%doing so most of the time.However,76.5%had brought a non-sustainable product because there were no reasonable alternatives with only 23.6%saying they never did this.A similar proportion(72.7%)had bought a product for sustainability rea

26、sons despite the inconvenience and expense 11.2%always,24.7%most of the time and 36.8%sometimes.This suggests shoppers may be willing to pay a premium for sustainable items,even when it takes extra steps to do so.ConsumerX research also asks about the categories in which shoppers have made sustainab

27、le purchases.It finds that 46.1%have bought sustainable clothing,41.3%sustainable groceries,30.9%sustainable beauty or cosmetics products,39.8%sustainable footwear and 24.1%homewares.CONSUMERX 2024|EXPECTATIONS VS REALITY 7|InternetRetailing|May 2024IRS218WP 2024 CONSUMERX 2024|KEY THEMESAnalysis of

28、 consumer attitudes gives us valuable insights into shoppers concerns and the values that inform their shopping habits.Here,we report on three key themes that emerge,as well as how retailers are responding to some of their concerns.CUSTOMER LOYALTYLoyal customers are the key to customer lifetime val

29、ue a KPI(key performance indicator)that many retailers track.Whats the key to customer loyalty?When ConsumerX asked consumers in 14 countries what made them buy again from a company,price(65.9%)was the clear leader,followed by convenient delivery(52.6%)and good customer service(51.8%).Familiarity(49

30、.8%),discounts and promotions(47.7%)and already having set up an account(35.6%)were also cited.Some multi-sector retailers such as Amazon,fashion brands such as H&M and DIY retailers such as Bunnings in Australia,run subscription schemes or loyalty clubs for a one-off cost that include a range of be

31、nefits.This helps to build relationships with customers for the longer term at a relatively low cost to the customer.57.6%of ConsumerX respondents say they subscribe to an online shopping premium service,with 75.1%of the 4,189 respondents that have them saying they get free delivery as a result.Key

32、themesHow are retailers responding to key shopper values?VALUEThe cost of living has been front of shoppers minds in recent years,with 89.8%of ConsumerX respondents saying that finding the lowest price is very(48.1%)or somewhat(41.7%)important to them when they buy online.Only 1.4%say that its not i

33、mportant to them at all.Around the world,supermarkets from Carrefour in France to Tesco in the UK and Walmart in the US are emphasising value on their websites.Walmarts website tag line is save money,live better,while Carrefour flags up discounts and Tesco features value on its home page in a sectio

34、n that clicks through to its value range.SUSTAINABILITY Being sustainable is increasingly important for consumers.ConsumerX research finds that 75.7%strongly agree(29.3%)or agree(46.4%)that they want retailers to be ecologically sustainable and that 76.2%strongly agree(30.9%)or agree(45.3%)that a co

35、mpanys or products ecological impact should be made clearer to shoppers.Such concerns are increasingly being reflected in retailers approaches to selling online.Patagonia founder Yvon Chouinard has taken the step of transferring ownership of the outdoors equipment business to the Patagonia Purpose T

36、rust and the Holdfast Collective,making Planet Earth its only shareholder.Understandably,sustainability is at the forefront on its website.While Patagonia may be an outlier,other retailers and brands also feature sustainable options on their websites,whether they are retailers that primarily produce

37、 sustainable products,or are transforming to circular design models.Global furniture brand Ikea,for example,aims to move to circular product design by 2030,while London department store Selfridges has set the target of making half of its customer interactions about resale,repair,rental or refills by

38、 the same date.How UK supermarket Tesco flags up value on its home pageTesco8|InternetRetailing|May 2024IRS218WP 2024 CONSUMERX 2024|THE FUTURE CONSUMERTo shop online is to use technology in a way that few even imagined until the very end of the 20th century.In the years since,new retail technologie

39、s have quickly emerged while shoppers now have ever-changing expectations of current and future uses.ConsumerX research asks shoppers in Europe and in markets further afield about retail technologies.Some,such as social commerce and augmented reality,are relatively established,while others are still

40、 emerging.ConsumerX asked more than 7,200 shoppers in 14 countries what they have used in the past year.Social commerce,used by 27.2%of respondents in the last year,was the most popular technology,followed closely by live shopping(25.8%),where shoppers buy through a livestream video in which present

41、ers or influencers demonstrate and recommend products.As yet,fewer(16.1%)have used virtual shopping assistants AI-powered bots that offer product advice or trialled augmented reality(15.2%)in order to see how an item would look in their home or other space.Voice shopping through devices such as Amaz

42、on Alexa or Google Voice Assistant has a low take-up,with 11%having used it in the last year.Even fewer(7.6%)Looking ahead to the next consumerSince shoppers expect that theyll use technology differently in the future,we look at what might change9|InternetRetailing|May 2024IRS218WP 2024 have shopped

43、 through the metaverse.Indeed,the largest group are those who did not use any of these technologies in the past year accounting for 45.2%of all respondents.FUTURE TECHNOLOGY EXPECTATIONSWhile most shoppers expect their favourite brands to offer one or more of these technologies in the future,a signi

44、ficant 28.7%dont expect any of them to be available anytime soon.The biggest interest(32%)is in the development of augmented reality features that are already being widely used by brands such as Lego to showcase toys and DFS to present available sofas within a customers home.28.6%expect brands to of

45、fer help from virtual shopping assistants in the future,while 27.5%expect to be able to try live shopping soon.There appear to be lower levels of interest in voice(18.0%)and metaverse(16.5%)shopping.SOCIAL COMMERCEAlthough social commerce is currently one of the most well-used technologies in this l

46、ist,ConsumerX findings suggest that interest may decline over time.Fewer people(25.1%)expect the brands they buy from to offer this as a sales channel in the future a figure down from 27.2%the previous year.Looking in more detail,44.2%say they bought through social media sites in the past year,which

47、 is a slightly looser definition than social commerce.The most popular are Instagram,used for a purchase by 51.7%of social media shoppers,and Facebook,used by 51.2%.Snapchat(11.9%)and Pinterest(11.4%)are relatively less used.CONSUMERX 2024|THE FUTURE CONSUMER10|InternetRetailing|May 2024IRS218WP 202

48、4 CONSUMERX 2024|CONSUMERXThe new ConsumerX app from RetailX offers more immersive ways of understanding what shoppers around the world think about shopping.Its research draws on five years of consumer surveys,carried out in a dozen languages.Through those surveys,30,000 adults in more than 20 marke

49、ts have told us each year about how they buy,what they buy,how often and how much they spend.They also tell us about the technology that they use and how theyd like to buy in the future.Until now,this information has primarily been used in RetailX research.Now,however,though the ConsumerX web app,th

50、e database is being opened up to members of the ecommerce and multichannel industry and to other businesses,analysts and journalists.This app,viewable on desktop or mobile,enables users to explore the data and to create charts.Basic access is free to all who register,enabling them to see chart packs

51、 accompanying RetailX reports as well as to save,share and use those charts in their own work.Attendees at events,including the launch ConsumerX event Inside the minds of your consumers that this report accompanies,have invitation tokens that they can use to access the Premium version.As well as the

52、 above functionality,Premium users also have access to the raw surveys,which they can use to compare What is ConsumerX?We explore the new ConsumerX app from RetailXresponses by country,generation or shopping habits.They can also look back through five years of surveys to find the information that th

53、ey need.In the future,the Premium version will be available to all through a paid-for subscription.INSIDE THE DATAAll survey responses are shown as charts,which cover areas ranging from advertising,channels,customer loyalty,mobile,next-generation ecommerce,packaging,social commerce,subscriptions,pay

54、ments,pricing and discounting,fulfilment and many more.Consumer X enables users to review interactive charts and data for all RetailX research reports,to see responses by generation,country,income and more and to track attitudes on key topics such as sustainability and loyalty.Sector analysis enable

55、s users to explore custom research sets,such as beauty,consumer electronics and luxury consumers,while tracking changes over time.Users can also export hi-res charts for presentations and create lists of favourite charts to share.ConsumerX is one of a suite of research and insight services provided

56、by RetailX,which will also include RetailX DNA.ConsumerX11|InternetRetailing|May 2024IRS218WP 2024 CONSUMERX 2024|COMPANY PROFILEWhen ConsumerX research asks shoppers about the emerging technologies they have used in the past year,as well as those they expect to use in the future,live shopping is al

57、ready among the most popular.25.8%say they have used it in the past year,with 27.5%expecting their favourite brands will start to use it in the future.Marketplace eBay followed that expectation in May 2024 as it piloted live shopping in an event featuring comedian Katherine Ryan and eBay pre-loved s

58、tyle director Amy Bannerman.It is doing so in a popular category second-hand clothing.Clothing tops the ConsumerX list of sustainable purchases made in the past year,with 46.1%having bought a sustainable product in this category and 29.8%having bought a second-hand item of clothing.Since eBays own r

59、esearch suggests that more than two-thirds of items in UK wardrobes are never worn,it is removing fees for selling pre-loved clothing on its platform.Commenting on the sale,Ryan said the event was a chance to clear out her wardrobe for charity by selling clothing including pieces worn in her Netflix

60、 series The Duchess.“Im always dressing up for events and am a huge fan of buying and selling on eBay to find fashion gems,”she said.Live shopping was launched on eBays US website in 2022 and it now holds hundreds of events every year.Another recent customer-focused technology update at the marketpl

61、ace has been its use of AI for a new shop the look feature that is available on both its UK and US iOS websites for shoppers who have viewed at least ten fashion items in the past 180 days.The AI feature learns from what they have looked at previously as well as from its own data in order to showcas

62、e a personalised selection of clothing products.“With this approach,”says eBay in a blog launching the service,“we offer a shopping experience that not only understands our customers preferences but also evolves with them over time.eBay is uniquely set up to create this kind of experience because we

63、 have decades of data and customer insights and billions of images that we can use to enrich our AI technology and create personalised,magical experiences for our customers.”The marketplace has set up an Office of Responsible AI to oversee its use of this ever-evolving technology.1 www.nextplc.co.uk

64、/media/Files/N/Next-PLC-V2/documents/2024/year-end-results-january2024.pdfeBayHow eBays use of new technologies reflects consumer expectations12|InternetRetailing|May 2024IRS218WP 2024 CONSUMERX 2024|COMPANY PROFILEIn recent years,Ikea has seen changes in the way that its shoppers want to buy from i

65、t,so it has responded accordingly.These changes extend from the way that customers want to buy and take fulfilment of products,through to ensuring its products are designed more sustainably.As click and collect sales have risen by 48%in its 2023 financial year1 Ikea has expanded the number of places

66、 where shoppers can pick up their sales.It is opening more than 70 mobile collection points through a partnership with UK supermarket Tesco.ConsumerX research suggests that collection matters to shoppers around the world.67.1%of those questioned in 14 key ecommerce markets say collection is very imp

67、ortant(22.9%)or important(44.2%)to them.As shoppers have returned,post-pandemic,to buying both instore and online,the retailer has also experimented with new city centre stores,locating them in sites including Londons Hammersmith and Brighton.Shoppers here can browse a curated range instore before o

68、rdering for home delivery or to collect.In 2023,the retailer reported a million new visits to Ikeas UK stores up 2.2%against 2022 while online sales grew by 19%,accounting for 38.5%of sales.Ikea has set itself challenging sustainability goals by aiming to be a climate positive business by 2030.In or

69、der to achieve this,it will reduce more greenhouse gas emissions than it generates across its value chain,while at the same time growing its business.Steps already taken include shifting to 100%renewable electricity use in its stores and distribution centres,generating some of that energy through it

70、s Dumfries wind farm.Meanwhile,the Ikea BuyBack&Re-sell scheme gave a new life to 52,380 pieces of furniture in its 2023 full-year 187%more than in 2022.Peter Jelkeby,CEO and chief sustainability officer at Ikea UK&Ireland,says,in Ikeas 2023 full-year UK results statement,that the retailer plans to

71、continue on this course.“Guided by the foundations set out 80 years ago,”he says,“well continue building a business that contributes to better homes for our customers,better lives for co-workers and communities and a better planet for all.”Ikeas willingness to take action chimes with ConsumerX resea

72、rch that finds that 75.7%of shoppers questioned in 14 countries around the world say they strongly agree(29.3%)or agree(46.4%)that they want retailers to be ecologically sustainable.76.2%also say that a business or products ecological impact should be clearer.1 Ikea is responding to its customers ch

73、anging shopping needs13|InternetRetailing|May 2024IRS218WP 2024 CONSUMERX 2024|COMPANY PROFILEFashion and homewares retail brand Next looks to its data to find out what and how its customers want to buy,so that it can respond accordingly.In its full-year results for 20231,it reports on how it has re

74、sponded as customers buy more expensive items.“There appears to be something of a shift back to investment dressing with customers buying somewhat fewer,slightly more expensive items,”it says.“Many teams have experimented at prices that are higher than those we would normally sell;stretching the bou

75、ndaries of the brand to new levels of quality and design through improved fabrics,prints,embellishment techniques,textures and trims.This initiative has also opened up new sources of supply previously considered too expensive.”Value for money clearly remains important for both the customer and the b

76、rand.At the same time,the retailer is investing in personalisation on its digital platforms,with the aim of“connecting customers with the products they most want to buy.”This,says Next,is important because shoppers buy from a wider Next range,with more than 75k different products produced each year.

77、A wide range is something prioritised by ConsumerX research respondents around the world 26%say that a greater product range is one of the reasons why they go online.Nexts strategy is to ensure its customer service also works for customers,focusing on delivery and fulfilment options more generally.O

78、n its website,Next offers next-day delivery to home or to a parcel shop on orders placed before 11pm,at a cost of 4.95,or free with delivery saver scheme nextunlimited(which costs 22.50 a year).Only 16.4%ConsumerX survey respondents in 14 countries,questioned in August 2023,say that next-day deliver

79、y had not been a factor in their purchases over the last year.19.7%said it was important for all of their purchases and 32.4%for most of them.The ability to order online and collect an item,either instore or from a collection point,is a popular option for shoppers,ConsumerX research suggests,with 22

80、.9%of respondents describing this service as very important to them.Asked how often they had ordered online and collected an item,29.3%of respondents had done so at least five times in the previous year.1 www.nextplc.co.uk/media/Files/N/Next-PLC-V2/documents/2024/year-end-results-january2024.pdfNEXT

81、How Next approaches putting the customer at the heart of its business14|InternetRetailing|May 2024IRS218WP 2024 CONSUMERX 2024|COMPANY PROFILEHow customers want to buy is reflected in successful retail strategies around the world.One good example comes from Screwfix,a tool counter business with its

82、headquarters in the UK,where it has more than 900 shops and sells online through a multichannel strategy.It has been part of the Kingfisher Group since 1999.In an interview for the RetailX UK Top500 2024,Sue Harries,digital,proposition and data director at Screwfix,set out how the DIY retailer shape

83、s its strategy around its customers needs.“Everything we do starts and ends with the customers,”she said.“Most of the success that weve had has been built by putting the customer at the forefront of the business.”She advises retailers to listen to their customers and,in practice,that has meant seein

84、g how customers use their services,then adapting to their needs.Successful innovations have included one-minute click and collect from store,60-minute Screwfix Sprint delivery and instore digital browsers that replaced the Screwfix catalogue.“If youre not thinking about your customer,youll be design

85、ing solutions and experiences that dont really see the customers expectations or solve any pain points they might have,”says Harries.“We can sit and think about it in the office,but the best way to do it is to get it out there in front of customers and see whether they adopt it or not.”Screwfix cust

86、omers have largely taken to its digital solutions.About 75%of its sales are now digitally enabled,taking place through its website,mobile app or digital screens instore.Its mobile app is its fastest growing channel,with more than 4mn downloads since a 2021 relaunch which added features including Scr

87、ewfix Sprint and store check-in functionality,used by shoppers collecting their online orders.That strategy fits well with ConsumerX findings that 54.4%of consumers in Screwfixs domestic UK market say same-day delivery is very(15.6%)or somewhat(38.8%)important to them,and that 58.8%say collection se

88、rvices are very(13%)or somewhat(45.8%)important to them.More than half(52.6%)of shoppers say they continue shopping with the same retailers for convenient delivery options.Read the full interview with Sue Harries of Screwfix in the RetailX UK Top500 2024.ScrewfixHow Screwfix builds its retail strate

89、gy around the needs of the customer15|InternetRetailing|May 2024IRS218WP 2024 41|RetailX|February 2024RXTUK24RP 2024 B&B Hotels implemented imaginos Customer Data Platform across their four major geographies in just 16 weeks.imagino is the Revenue-First,Composable Experience PlatformScan for more!Fo

90、r marketers who think big,but need to act fast.16|InternetRetailing|May 2024IRS218WP 2024 consumer behaviour insights,ensuring efficient processes and intentional positioning for retailers to navigate the demands of convenience and cost-effectiveness.In conclusion,retailers,the dance floor awaits.Ba

91、lancing sustainability,convenience and affordability forms a challenging routine,yet mastering them will position your brand as a standout.In a world of convenience,its all about accessing everything you need and nothing that you dont.Convenience has turned the world on its head,weve built a whole s

92、ociety around it.From streaming services to home food delivery to ecommerce,weve brought convenience to our doorsteps.Any retail brand that is not asking themselves whether their brand is convenient enough for their customers,may find themselves playing catch-up in this environment.If you really thi

93、nk about it,convenience benefits the buyer,the seller and the customer.With only a few clicks standing in the way between a craving and the pleasure of a delightful home delivery experience,you begin to realise how impactful convenience has become to the revenue of the modern ecommerce world.To crea

94、te a convenient experience that is expected from modern shoppers,its time to put yourself in your customers shoes and find out what areas along the retail journey needs ironing out.As time has moved on from the global health crisis,consumers seek both the seamless and comforting embrace of convenien

95、ce and affordability.Think of it as a dance choreography,where every move needs Balancing convenience and cost Expert insightto be well-coordinated,be it on the digital stage,in the physical store,or the realm of social media and diverse devices.Its a dance that not only requires speed but sustainab

96、ility as its partner.To align with consumer desires,retailers and brands need to evolve,rather than just adapt.Imagine it as transitioning from a graceful waltz to a swift salsa agile,energetic,and extremely spirited.Firstly,incorporating sustainability into the retail fabric is non-negotiable.Your

97、customers arent just focused on the prices;theyre also examining the eco footprint of each purchase.So,retailers,its time to translate those green aspirations into actions.Sustainable packaging,ethical sourcing make them actionable throughout your customers journey.Secondly,the constant discussion b

98、etween convenience and cost is like choosing between two different dance styles.Why not choose both?Smart retailers are using technology to simplify the shopping experience without breaking the bank.Efficient supply chains,user-friendly interfaces and the support of AI can transform the customer jou

99、rney into a seamless,convenient and cost-effective experience.For the brands that are stepping out into the ecommerce or multichannel retailing realm,the future resembles an inviting dance.The floor is expanding,and retailers need to excel at blending online and offline experiences.Embracing the dig

100、ital space is crucial,but dont overlook the importance of the physical store they are like the perfect duet in retail.Looking ahead,the rhythm of progress wont fade.Ecommerce will evolve and multi-channel retailing will refine its approach.To navigate these challenges and maintain a harmonious retai

101、l dance,leveraging effective marketing tools becomes vital.An integrated marketing tool drives personalised engagements through imagino is a revenue-first,Composable Experience Platform.We are disrupting the status quo.As a Composable Experience Platform,we give brands and marketers the agility and

102、flexibility to weave the tools and services they need into one powerful hub to deliver marketing excellence.imagino is the thread that ties together the whole marketing infrastructure.Our products integrate seamlessly with each other,of course!But they also integrate with the rest of your marketing

103、stack to maximise the value of your existing investment.We offer a host of market-leading products,including a Customer Data Platform and Campaign Management tool all uniquely designed to provide equal value and benefit to both marketing and IT The dance of retail is most effective when it brings on

104、line and offline together,says Stphane Dehoche,CEO of imaginoCONSUMERX 2024|PARTNER PERSPECTIVE17|InternetRetailing|May 2024IRS218WP 2024 CONSUMERX 2024|CONCLUSIONThis report may not be stored in a retrieval system,distributed or sold in whole or in part without the publishers express permission.Fai

105、r quotation is encouraged,with a link to the reports URL on RetailX.net.All charts and figures marked with RetailX 2024 are provided under the Attribution-NoDerivatives 4.0 International(CC BY-ND 4.0)license(https:creativecommons.org/licenses/by-nd/4.0/).You are welcome to use these in full with a l

106、ink to this report,retaining the copyright notice This report is based upon our reasonable efforts to compile and analyse the best sources available to us at any given time.Opinions reflect judgment at the time and are subject to change.RetailX at InternetRetailing Media Services Ltd27 Clements Lane

107、London,EC4N 7AETel:+44(0)20 7062 2525 Printed in Great B RetailX 2024RESEARCH:Researcher Anna Segarra FasFor questions about our research and to send feedback,please email the team via:Research Director Martin ShawCEO Ian JindalEDITORIAL:Editor Chloe RigbyProduction Editor Cam WinstanleyManaging Edi

108、tor Jonathan WrightDESIGN:Art Editor Lauren CoburnCover Design Freny AntonyMARKETING:Marketing and Circulation Addison Southam SALES:Commercial Director Andy James Group Creative Solutions Director Marvin Roberts ConclusionConsumerX research has proved invaluable to RetailX editors as they seek to u

109、nderstand what shoppers want,as well as how well retailers,brands and marketplaces are meeting their demands.Now were opening up our source material to professionals in the broader ecommerce and multichannel retail industry.By doing so,we aim to share our insights into customer demand and how these

110、have evolved over time.For,as weve seen in the pages of this report,while shoppers prize convenience and low costs,they are also thinking about how they might buy in new ways and about innovative services and technologies they can use to buy now as well as in the future.The RetailX research team is

111、always keen to ensure that our research answers your questions.If you have suggestions of new questions that we should be asking,then do get in touch at .As always,our graphics are free to share under the Creative Commons licence detailed to the right on this page and we encourage you to do so.Chloe Rigby,EditorDownload at partnership with