Creating a better customer experience that’s digital first. Consumer first. Business first.

Make way for better customer experiences inside and out.

Creating a better customer experience that’s digital first. Consumer first. Business first.

Make way for better customer experiences inside and out.

Creating a better customer experience that’s digital first. Consumer first. Business first.

Make way for better customer experiences inside and out.

The digital-first shift: What’s happening, what’s next and how to get there faster

The past year has seen a dramatic evolution in how consumers shop. They’ve turned to online channels since the start of the pandemic, and intend to maintain many of the digital shopping habits they adopted as the world recovers. The 2020 Global Digital Shopping Index, a collaboration between PYMNTS and Cybersource, reveals top consumer shopping trends in the UK, US, Australia and Brazil (coming soon)—and identifies some of the disconnects that exist.

UK Global Shopping Index Highlights

  • UK consumers stand out for their interest in digital-first features, such as the adoption of cardless payments—and are gravitating to online shopping
  • Retailers overestimate the degree to which they are meeting consumer demand for their preferred digital features
  • To keep up, retailers need to resolve the experience disconnect across shopping channels, and prioritise the right digital features for investment

The UK digital shopping shift since the pandemic’s onset

Source: 2020 Global digital shopping index, UK edition, page 8

Why digital first?

Consumers view the friction associated with in-store shopping not just as an inconvenience, but as a real safety concern. Retailers in this environment must do more to ensure that consumers’ shopping journeys—whether online, in store or omnichannel—feel seamless and efficient, from browsing to fulfilment. 

Payments have become of paramount importance amid greatly diminished foot traffic and heightened anxiety. Robust and integrated systems may not only ensure that customers have smoother shopping journeys, but key to ensuring they keep coming back.  

The digital commerce challenge

The real challenge in digital commerce is the disconnect between the consumer experience and the business experience. Your business has suddenly been expected to deliver a flawless digital-first consumer experience. But that’s almost impossible to pull off when your own internal experience might be a tangled mess of different systems, siloes, workarounds and insufficient data.

Most important digital features: consumers vs. merchants

Source: 2020 Global digital shopping index, UK edition, page 8

Global digital shopping index reveals consumer shopping trends

Learn from our comprehensive study how digital channels and features are reshaping the dynamics of retail shopping now.

UK shopping index

Based on surveys of more than 2,000 UK consumers and 560 merchants, we found that 46% of consumers now prefer to start their shopping trips digitally, as we embark on the new retail reality.

US shopping index

Based on surveys of more than 2,170 US consumers and 500 U.S. merchants, this edition highlights how consumers have less patience for friction in shopping experiences.

Australia shopping index

The survey of 1,899 Australian consumers and 585 businesses indicates that digital shopping journeys increased by 25 percent since the pandemic.

Why Cybersource?

Cybersource is a fast track to a successful, single digital-first payment solution. It works because you finally get a solution that puts as much emphasis on the merchant experience as the consumer experience–so you can make way for better experiences inside and out. To accomplish this, you need:

More options

A modular platform gives you the building blocks needed to easily do business with anyone, through any channel, using any payment type, with any acquirer (while seamlessly working with your unique systems and processes all around the world).

More intel

A clearer view of what’s coming next and a single, 360-degree view of your customers and their buying behaviour across every channel and region (plus global best practices and expert help with building better experiences).

A more complete approach

A payment platform that manages and monitors all your transactions through a single cloud connection (and backs it with a white-glove service, plus the strength and reliability of Visa-grade architecture).

Find out why 468,000 businesses1 around the world all rely on Cybersource for digital-first solutions.

1 As of September 30, 2020; inclusive of Cybersource and Authorize.net.

GET STARTED

Interested? Let’s talk.