The Humanizing Digital 2020 report (see infographic, below) was based on data from a survey of 1,077 consumers age 17-69 who shop online and who live in Germany, the United Kingdom, or the United States.
Nearly three-quarters of those online shoppers say being able to trust their favorite retailer or brand is very important.
Some 68% of respondents say the ability to receive honest advice from their favorite retailer or brand is very important.
Just 32% of online shoppers say their favorite retailer or brand knowing their preferences is very important.
Some 86% of online shoppers say it is important for retailers and brands to provide objective expert advice and recommendations about their products.
Some 72% of respondents who have used a retailer's digital sales assistant have found the service helpful, and 68% of respondents who have used a retailer's live chat have found the service helpful.
The following infographic summarizes findings from the study:
About the research: The report was based on data from a survey of 1,077 consumers age 17-69 who shop online and who live in Germany, the United Kingdom, or the United States.
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