The pandemic has upended every aspect of our lives–not just how we work and live, but also how we shop. As more consumers than ever shift from offline to online shopping, e-commerce is going through a fundamental shift. PwC’s 2021 Global Consumer Insights Pulse Survey found that consumers are more digital and data-conscious than ever. Critically, consumer brand loyalty has become increasingly dependent upon that brand having a seamless digital experience.
The bar for customer experience has been raised higher than ever, and that movement has brought new technology challenges along with it. E-commerce businesses today face two major issues.
A path to solve both of these problems simultaneously is available, thanks to an emerging hybrid business model known as headless commerce. By deploying headless commerce, organizations can increase engagement with their customers by creating new sales channels without having to worry about scalability issues.
Principal, SAP CX Competency, PwC US
Director, SAP CX Competency, PwC US