Unified Commerce for Specialty Retail in Australia
- 12 June 2024
Executing unified commerce experiences for consumers in Australia requires retailers to adhere to diverse retail realities in the market, including:
- Providing omnichannel offerings that adapt to both young, tech-savvy shoppers and older consumers
- Balancing compliance and customer experiences by creating experiences that respect privacy and ethical practices while delivering personalisation and efficiency
- Aligning value propositions with the purchasing power and priorities of different consumer segments
The 2024 Unified Commerce Benchmark for Specialty Retail is the industry’s first Unified Commerce benchmark with real purchases, real returns and real customer journeys across digital and physical channels. The findings detail 29 retailers benchmarked in Australia studying 290 customer experience capabilities tested across four capability areas (Search & Discovery, Cart & Checkout, Promising & Fulfilment and Service & Support).
Retailers in Australia can utilise insights found in this benchmark to see how their unified commerce capabilities stack up against market trends and consumer expectations with data on how Australia’s retail leaders differentiate themselves from non-leaders in the industry. Findings in the benchmark include:
Retailers are recognising the need to transcend conventional offerings
84%
of shoppers prefer multiple payment options for faster checkout
67%
of shoppers say loyalty programs enhance frequency of visits
75%
of leaders offer personalised recommendations on a shopper's home page
75%
of leaders publish responsible sourcing information and brand ESG practices
Download the Benchmark
Click the button below to access the full Unified Commerce for Specialty Retail in Singapore benchmark.