
SUMMARY
What is digital experience, and why does it matter?
Digital experience refers to the quality of interaction between businesses and customers online – typically through websites and apps.
At a minimum, customers can expect businesses to provide online destinations that load promptly with intuitive interfaces regardless of device. As a business’s digital sophistication increases, they can start to offer customers more personalized and engaging online experiences that keep them returning to (and spending through) a website or app time and time again.
With the upheaval of the past year shifting much demand online, the customer experience provided on digital channels is becoming the main competitive battleground for businesses seeking to secure more customers. For organizations serious about success today, investing in digital experience optimization has never been so important.
This study reveals the latest trends in digital experiences – detailing what frustrates, engages, and converts customers across 11 industries – to equip enterprise teams with the insights they need to make better optimizations across their websites and apps.
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Time and time again, we see companies that focus on improving experiences on their websites and apps reap the rewards of more engagement, conversions, and customer loyalty.
4.1 billion
user sessions
To establish the benchmarks in this report, our data scientists crunched a sample size of 4.1 billion user sessions across 11 different industries over 2020.
