Customer experience is a crucial part of e-commerce, and brands should be thinking about how they can offer every customer a curated, customised experience at every touchpoint, says a CleverTap executive.

Why it matters

Customer experience is the sum of every touchpoint, engagement, thought or feeling shared between the customer and a brand, and having a “killer” product or service isn’t enough to succeed in e-commerce because what customers want is a satisfying holistic experience.

Key takeaways

• On-site and in-app engagement is up to five times higher than offsite engagement, so triggered nudges and native personalised content must be used...