[Survey Report] eCommerce Decision Makers Reveal Top Priorities for 2021

December 23, 2020
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Now that we’ve all adapted to the “new normal,” it’s clear the new norm is here to stay. 

While a bright future without lockdowns and social distancing may not be too far away, the habits and behaviors we’ve developed during this time have become our permanent reality. 

There has been an unprecedented shift from offline shopping to online shopping, including massive growth of first-time online shoppers — and with this spike in traffic comes new ways to think about our digital strategies to optimize the customer experience and set up for a successful 2021.  


Which priorities are key to success in 2021? We asked leaders from global retail brands to find out.


We wanted to find answers to the critical questions we started asking ourselves, so we decided to survey decision makers from 100 global eCommerce retailers to uncover the challenges they face in competing for customers in the coming year. 

We teamed up with Astound Commerce to shed light on these priorities. Data for the report was collected from decision makers directly in eCommerce, as well as individuals from the marketing, product, sales and digital teams. 

This approach allowed us to garner a 360° awareness of the current challenges facing the eCommerce industry, and learn about which strategies and investments experts are prioritizing. 

Our 2021 eCommerce Leaders Priorities Survey Report answer these questions and more:  

  • What are the top causes of friction within the customer journey?
  • With 1 out of 4 customers to be first-time shoppers, what are the main challenges to earning their loyalty?
  • What are the most important KPIs digital management should be prioritizing? 

Our survey aims to help your business adapt and thrive within the new competitive landscape. Get the full report and find out valuable insights to help you level-up and prioritize your digital strategies in 2021!