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Customer Experience & Commerce

Covering the rapid evolution of customer experience applications and how they drive business outcomes in a digitally transformed world.


The Customer Experience & Commerce research channel covers the many aspects of digital transformation that impact business outcomes. We provide insight into the technologies and applications having a profound effect on employees, customers and partners as businesses transition from digitization to true transformation. Advertising and marketing technology research explores how businesses are creating richer, more personalized (even one-to-one) experiences that enhance the customer relationship. Research into commerce and payments tech explores how optimizing transactional experiences also increases revenue and reduces friction for customers. Coverage of sales and customer service technology tracks the essential tools that allow for tighter integration of internal processes and the reduction of data silos that impede progress. Key vertical markets that lead this transformation form the heart of our coverage, including telecommunications, financial services and retail.


Contributing Analysts

Learn more about our Customer Experience & Commerce research

Recent Reports in Customer Experience & Commerce
Customer Experience & Commerce
Market Insight

Digital Wallet Adoption: a Merchant and Consumer Perspective

The variety of digital wallet options has proliferated over the past decade in step with consumers' growing use of connected devices for commerce. Wallets are pitched to shoppers as a more convenient way to pay online and for merchants the promise of improved conversion rates is a salient selling point.

Customer Experience & Commerce
On-Demand Webinar

2020 Trends in Customer Experience & Commerce

Research Vice President Sheryl Kingstone and Research Director Jordan McKee presented a webinar on the 2020 trends in Customer Experience & Commerce. The recording is now available on demand.

Customer Experience & Commerce
2020 Trends Report Excerpt

2020 Trends in Customer Experience & Commerce

Significant disruption across industries, fueled by the rising influence of the empowered consumer, continues to exert pressure on businesses to deliver differentiated and consistent experiences across the entirety of the customer journey. In effect, this is forcing the evolution of the entire technology stack and organizational culture in order to enable real-time, contextually relevant experiences.

Customer Experience & Commerce
Market Insight

Libra: a Leaky Ship on an Uncharted Financial Services Expedition

网上体育投注Despite the ugly and in many ways warranted public reaction Libra has seen since its unveiling, the problematic but visionary project has revealed two important details about the future of payments.

Customer Experience & Commerce
On-demand Webinar

2020 Outlook: Payments, FinTech & Beyond

网上体育投注Research Director Jordan McKee presented a webinar on the 2020 outlook for payments and fintech. The recording is now available on demand.

Customer Experience & Commerce
Market Insight

Journey Management Software Provides Insight Into Customer Behavior

In this report we discuss the journey mapping and how it is changing how companies look at customer experience by examining their behaviors.