Ecommerce Relevance Report 2022 – Shoppers Reveal the Brand Experience Gaps

Coveo, a leader in AI-powered relevance platforms that transform search, recommendations, and personalization within digital experiences published the 2022 Ecommerce Relevance Report, which found that many retailers still struggle to deliver the relevant online shopping experiences their customers expect.

Despite pandemic restrictions loosening in the past year, online is still the venue of choice for many shoppers. And relevant, personalized online shopping experiences have become tablestakes: the report found that 93% of customers expect the online experience to be at least equal to, if not better than, in-store – a 3% increase from last year’s report. The new research report shows a significant gap between shoppers of different ages, so rules based automation may no longer be relevant.