How customers drive digital engagement models

Learn how customer expectations continue to drive the evolution of digital engagement models in the Cybersource 2020 Digital First Report.

Cybersource 2020 Digital First Report: A best-in-class view

Customer expectations continue to drive digital engagement and impact all of their touch points with your business. Customers expect the same frictionless experience no matter what device or browser they’re using. Robust omnichannel capabilities help connect the customer experience across all channels, secure customer information, and align fraud management strategies to meet the rising expectations of modern consumers.

We surveyed 890 organizations in 20 countries and territories and asked them which retail approaches were used, and here’s one set of insights we uncovered around how consumers are shopping: 60 percent of organizations are offering an option to buy online and pick up purchases in-store.

Retail approaches used during COVID-19

Bar graph showing percentages by retail channel

Helpful insights

Our 2020 Digital First Report reveals a common set of priorities across merchants and even more helpful insights to help you analyze your own digital engagement framework.

It also reveals what businesses are doing to manage loss prevention and data security, offer broader and richer customer experiences, and maximize acceptance.

Download the report to understand how organizations are enabling multiple channels with digital engagement in the context of changing customer patterns and demands in their global payment management strategies.