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15 eCommerce Stats That Prove CX is a Growth Engine

In today’s fiercely competitive business landscape, customer experience (CX) is the linchpin for growth. Businesses can no longer rely solely on superior products; they must deliver seamless, personalized, and engaging experiences at every customer touchpoint.

A Forrester Total Economic Impact (TEI) study revealed that a superior CX can result in a significant $1.8 million boost in income over three years, along with substantial cost savings and increased efficiency. The growth of the global eCommerce market underscores the need for superior CX to stay competitive.

The eCommerce statistics that follow highlight the power of AI-driven Voice of the Customer (VoC) analysis to unlock this growth engine, enabling businesses to:

  • Cultivate Loyal Customers: By tailoring experiences to individual needs and preferences, companies can foster lasting relationships that drive repeat business.
  • Align Expectations with Reality:  AI-driven VoC analysis helps businesses understand and bridge the gap between what customers expect and what they actually receive.
  • Forge Trust Through Transparency:  By proactively addressing data privacy concerns and communicating openly, businesses can cultivate trust and deepen customer relationships.
  • Craft Seamless Omnichannel Experiences:  AI can pinpoint pain points and inconsistencies across channels, enabling a unified and satisfying customer journey.
  • Turn Returns into Growth Opportunities:  Analyzing return data can unlock valuable insights into product flaws, purchase journeys, and customer preferences, paving the way for improved satisfaction and reduced return rates.
  • Deliver Hyper-Personalized Experiences: By leveraging behavioral analytics and AI, businesses can create bespoke experiences for each customer, boosting engagement and loyalty.
  • Infuse Digital Interactions with Empathy: AI-powered VoC analysis identifies opportunities for human connection, ensuring that the digital experience doesn’t feel impersonal.
  • Proactively Address Customer Concerns:  Real-time monitoring of feedback allows businesses to swiftly identify and resolve issues, preventing escalation and protecting brand reputation.
  • Anticipate Customer Needs: AI-driven insights help businesses understand customer preferences, allowing them to deliver proactive solutions that enhance the overall experience.

The growth of global eCommerce sales on business strategies underscore the importance of leveraging AI-driven VoC analysis to stay competitive.

The following statistics and the Forrester TEI study highlight the undeniable connection between CX and business success. Embracing AI-driven VoC analysis is not just a trend; it’s a strategic imperative for businesses seeking to thrive in the customer-centric era.

1. 44% of online shoppers say they will likely become repeat customers after a personalized shopping experience, even with cheaper/more convenient options available (Twilio Segment)

The power of personalization in online shopping cannot be overstated. As more consumers prefer to shop online, nearly half are willing to forgo cost savings and convenience in favor of a tailored shopping experience. In today’s ecommerce landscape, the significance of mobile shopping is also paramount, with a growing number of consumers using their mobile devices for purchases. Personalization fosters a sense of connection and understanding, turning casual shoppers into loyal brand advocates.

AI-driven thematic analysis of VoC data can unlock a treasure trove of insights into individual customer preferences, purchase history, and browsing behavior. By leveraging this data, businesses can deliver hyper-personalized recommendations, offers, and experiences that not only delight customers but also drive repeat business.

2. 85% of businesses offer personalized online shopping experiences, but only 60% of consumers agree. (Twilio Segment)

There’s a stark disconnect between what businesses believe they’re offering and what customers actually perceive, especially on eCommerce platforms. Online retailers play a crucial role in shaping consumer perceptions through their personalization efforts. A significant portion of personalization efforts fall flat, failing to resonate with consumers. This misalignment highlights the need for a more nuanced and data-driven approach to personalization.

AI-powered thematic analysis can bridge this gap by providing a deeper understanding of customer expectations and preferences. By analyzing feedback and sentiment data, businesses can identify the specific elements of personalization that truly matter to their customers and refine their strategies accordingly.

3. 73% of customers expect enhanced personalization with technological improvements in mobile shopping. (Salesforce)

Customers are not just satisfied with current levels of personalization; they expect it to evolve alongside technology, especially with the rise of mobile commerce. The significant impact of online sales also drives the need for advanced personalization strategies. There is a growing demand for increasingly sophisticated and tailored experiences as technology advances. Businesses that fail to adapt risk falling behind and losing customers to more innovative competitors.

AI-powered VoC thematic analysis can continuously monitor customer feedback and sentiment, providing real-time insights into evolving preferences and expectations. By leveraging AI, businesses can proactively adapt their personalization strategies to meet the ever-changing demands of their customers, ensuring a consistently relevant and engaging experience.

4. 71% of consumers are more likely to trust a company if the use of their data is clearly explained. (Salesforce)

In an era of data breaches and privacy concerns, transparency in social media platforms is critical for consumer trust. The rise of online purchases has further highlighted the need for clear and concise communication regarding data collection and usage. This statistic underscores the importance of clear and concise communication regarding data collection and usage. Customers are more likely to trust companies that are upfront about how their data is being used, fostering a sense of transparency and control.

While AI can help businesses leverage customer data for personalization, it’s crucial to do so ethically and transparently. AI-powered VoC analysis can help identify areas where customers feel their data is being misused or where there’s a lack of clarity regarding data practices. By addressing these concerns head-on, businesses can build trust and strengthen customer relationships.

5. 45% of marketers intend to use AI to improve omnichannel messaging. (Marketing Charts)

45% of marketers are turning to AI to enhance their omnichannel messaging strategies and boost eCommerce sales. The rise of mobile eCommerce is also significant in these strategies, as it plays a crucial role in reaching customers on their preferred devices. The goal? To break down silos and create a unified brand experience across every customer touchpoint. Omnichannel strategies, supported by AI-driven VoC analysis, are essential for identifying inconsistencies and gaps in the customer journey, leading to improved retention and loyalty.

AI can analyze customer interactions across multiple channels, identifying pain points and opportunities for improvement. This allows businesses to create a seamless and consistent customer experience, regardless of how customers choose to interact with the brand.


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6. Retailers expected 13.3% of holiday online sales to be returned. (NRF)

Retailers braced themselves for a wave of returns, with 13.3% of holiday retail eCommerce sales expected to be returned, a significant portion of total retail sales. Online stores play a crucial role in managing these returns efficiently.

However, savvy businesses view returns as more than just a logistical challenge. By leveraging AI-powered VoC analysis, companies can glean valuable insights from return data, identifying product flaws, optimizing purchase journeys, and ultimately transforming returns into opportunities for growth.

AI can analyze return data at scale, uncovering patterns and trends that would be difficult to identify manually. This can help businesses understand why customers are returning items, allowing them to make improvements to product design, descriptions, and the overall purchase experience.

7. 47% of customers find returning to a physical store easier than shipping for retail eCommerce sales. (Retail Dive)

Nearly half of all customers (47%) find returning items to a physical store more convenient than shipping them back. This preference for in-person returns presents a unique opportunity for businesses to create a positive customer experience. By offering seamless in-store returns and leveraging AI-driven VoC analysis to understand customer preferences, retailers can turn a potential pain point into a brand-building moment for online stores.

AI can help businesses optimize the in-store return process by identifying bottlenecks, streamlining procedures, and providing personalized assistance to customers. By analyzing customer feedback, businesses can ensure that in-store returns are as efficient and convenient as possible for online retail.

8. Behavioral analytics can offer significant personalization and fraud reduction benefits on eCommerce platforms, reducing friction in specific data fields by 20%. (PYMNTS)

Behavioral analytics isn't just about tracking past actions; it's about predicting future behavior. By leveraging AI to analyze real-time customer interactions, businesses can anticipate customer needs, personalize offers, and even proactively prevent fraud. This data-driven approach can significantly reduce friction in the customer journey, resulting in increased conversions and a smoother overall experience.

AI-powered VoC thematic analysis can complement behavioral analytics by providing insights into the underlying motivations and emotions behind customer actions. By combining behavioral data with sentiment analysis, businesses can gain a holistic understanding of their customers, enabling them to create hyper-personalized experiences that drive engagement and loyalty.

9. 59% of global consumers feel companies have lost the human element of CX. (PWC)

Automation and self-service options have become commonplace.  However, 59% of global consumers feel that companies have lost the human element of customer experience.  This yearning for authentic, empathetic interactions highlights a crucial gap in many CX strategies.

While AI can streamline processes and improve efficiency, it's not a replacement for human connection. AI-powered VoC analysis can help businesses identify areas where customers crave a more personalized touch. By analyzing feedback and sentiment data, companies can pinpoint opportunities to inject empathy and understanding into their interactions, fostering deeper customer relationships.

10. 60% of consumers would stop doing business with a brand if they found the service unfriendly. (PWC)

In an era of instant communication and online reviews, negative customer experiences can quickly escalate into a PR crisis. The fact that customers are 2.6 times more likely to share their negative experiences than positive ones highlights the importance of proactive customer service. Addressing issues before they escalate can not only prevent negative word-of-mouth but also transform dissatisfied customers into loyal advocates.

AI-powered VoC analysis allows businesses to proactively monitor and address negative sentiment before it spirals out of control. By identifying and addressing the root causes of dissatisfaction, companies can mitigate the risk of negative word-of-mouth and turn potential detractors into loyal advocates.

11. Customers are 2.6x more likely to share their bad experiences than good ones. (Emplifi)

Bad news travels fast, especially in our mobile-centric world. Customers are 2.6 times more likely to share their negative experiences than positive ones, amplifying the impact of a single misstep.  This negative word-of-mouth can quickly tarnish your brand's reputation, deter potential customers, and ultimately lead to lost revenue.

By identifying and addressing the root causes of dissatisfaction, companies can mitigate the risk of negative reviews and lost business, turning potential detractors into loyal customers.

12. 60% of marketers plan to use (or are using) AI to predict customer needs and behavior. (MarketingCharts)

Staying ahead of the curve is crucial in the fast-paced world of marketing. 60% of marketers are already harnessing the power of AI to predict customer needs and behavior, recognizing its potential to revolutionize how businesses engage with their audiences. By leveraging AI-driven insights, marketers can anticipate customer preferences, tailor messaging, and deliver personalized experiences that drive engagement and conversion.

AI-powered VoC thematic analysis enhances predictive marketing by adding a layer of qualitative understanding to quantitative data. By analyzing customer feedback and sentiment alongside behavioral data, businesses can gain a holistic view of their customers, enabling them to create highly targeted and relevant marketing campaigns that resonate on a deeper level.

13.  40% of marketers intend to use AI for personalization or hyper-personalization efforts.(MarketingCharts)

Marketers are increasingly recognizing the potential of AI to unlock hyper-personalization, with 40% planning to leverage this technology to create highly tailored experiences for their customers. This shift towards hyper-personalization signifies a growing understanding that one-size-fits-all marketing is no longer effective in today's competitive landscape.

AI-powered VoC thematic analysis provides the granular insights necessary to fuel hyper-personalization efforts. By analyzing customer feedback, sentiment, and behavior across multiple touchpoints, businesses can create highly targeted campaigns, product recommendations, and offers that resonate with individual customers on a deeper level.

14. 69% of consumers prefer to resolve customer service issues independently as much as possible. (Salesforce)

The modern customer values autonomy and efficiency. A significant 69% of consumers prefer to resolve customer service issues independently, showcasing a preference for self-service options like knowledge bases, FAQs, and chatbots. This trend presents an opportunity for businesses to empower their customers, reduce support costs, and improve overall satisfaction.

AI-powered chatbots and virtual assistants can provide instant, personalized support for common queries, allowing human agents to focus on more complex issues. This not only improves the customer experience but also optimizes resource allocation, leading to a more efficient and cost-effective customer service model.

15. 51% of customers say they don't trust most online retailers to use their data for their benefit. (Salesforce)

Despite the benefits of personalization, a significant 51% of customers express skepticism about how companies use their data.  This lack of trust can hinder businesses' ability to leverage data for personalized experiences and targeted marketing.  Building trust through transparent data practices is essential for establishing strong customer relationships and maximizing the value of customer data.

AI-powered VoC analysis can help businesses identify and address specific concerns related to data privacy and usage. By analyzing customer feedback and sentiment, companies can gain insights into what information customers are comfortable sharing, how they prefer to be contacted, and what types of personalization they find valuable. This information can guide the development of transparent data policies that build trust and foster long-term customer loyalty.

Harness the Power of AI for Growth

Ignoring the voice of the customer is a risk that no company can afford to take. By embracing AI-driven VoC thematic analysis, businesses can unlock a deeper understanding of your customers, empowering you to:

  • Personalize experiences at scale to foster loyalty and drive repeat business
  • Build trust through transparency and ethical data practices
  • Create seamless omnichannel experiences that meet customers where they are
  • Turn returns into valuable insights that fuel product improvement and customer satisfaction
  • Empower customers with self-service options while maintaining a human touch
  • Proactively address negative feedback to protect brand reputation and foster advocacy
  • Predict customer needs and behavior to deliver proactive solutions and targeted marketing campaigns

Ready to unlock the power of your customer's voice and transform your CX strategy? Discover how Thematic, a leading AI-powered VoC platform, can revolutionize your business. Get a free guided demo to learn more and start your journey towards a truly customer-centric future.

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