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Digital Experiences & Revenue Generation

Digital Experiences & Revenue Generation

Pulse surveys 100 IT leaders to determine the top eCommerce capabilities companies are planning to leverage through their digital experiences in 2021.

How high a priority is it for your organization to add new technology geared to improve your digital experience in the next 12-24 months?

3%Not a priority
16%Low priority
44%Medium priority
33%High priority
4%It's our top priority
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256 responses

What eCommerce platform(s) does your organization currently leverage? (Multi-select)

15%Shopify
16%WooCommerce
11%BigCommerce
4%Commercetools
26%Salesforce Commerce Cloud
11%Magento
2%Ucommerce
5%ElasticPath
49%We don't currently use eCommerce
5%Other
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248 responses

Which eCommerce platform(s) would your organization consider adopting in the next 12 months? (Multi-select)

23%Shopify
17%WooCommerce
14%BigCommerce
7%Commercetools
27%Salesforce Commerce Cloud
11%Magento
2%Ucommerce
7%ElasticPath
40%We aren't planning to offer eCommerce
3%Other
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247 responses

Would your IT department prioritize adopting a specialist eCommerce system, or one that’s bundled with a broader digital experience solution?

15%A specialist eCommerce system
53%One that's bundled with a broader digital experience solution
32%eCommerce isn’t a priority for our organization
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246 responses

How important are each of the following business-to-consumer (B2C) eCommerce implementations for your organization?

27,28,25,21%Direct sales (B2C)
31,33,23,13%Supplementary online sales (B2C)
33,30,26,11%Sales of services or training (B2C)
41,26,22,11%Membership subscriptions (B2C)
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229 responses

Please rate the importance of each of the following business-to-business (B2B) eCommerce implementations for your organization.

24,24,33,19%Direct retail sales (B2B)
27,29,29,15%Supplementary online sales (B2B)
29,32,24,16%Distribution sales (B2B)
27,27,33,13%Sales of services or training (B2B)
35,30,22,13%Membership subscriptions (B2B)
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228 responses

Which 3 of the following digital experience workflows are most critical to automate at your organization? (Multi-select)

73%Customer support requests
42%Service scheduling
31%Internal HR support
49%Support case triage/assignment
41%Order fulfillment
26%Job application
21%Enrolment
1%Other
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227 responses

Please rank the top 3 capabilities your organization would most consider providing through live chat or automated chat bots.

22%Provide responses to FAQs
22%Automate repetitive transactional requests
9%Serve as an interface for search
13%Act as a virtual assistant through automated ML responses
12%Act as a virtual assistant supported by a human
5%Provide natural language (NL) alternative to existing UI
8%Collect, score, and qualify leads
7%Interactive option to fill out forms
1%Other
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223 responses

Which 3 of the following artificial intelligence (AI) and machine learning functionalities would be most critical to enhancing your company’s digital experiences? (Multi-select)

57%Automating internal workflows
47%Optimizing the customer journey
37%Increased efficiency in marketing automation
26%Generating automated content
23%Recommending content delivery
26%Powering search
28%Powering chatbots
15%Analyzing and classifying images and text
13%Supporting voice/speech recognition
26%Automating decisions
16%Implementing predictive customer analytics
0%Other
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223 responses