SAP SE and Dynata recently surveyed U.S. consumers about their expectations for the holiday shopping season. With the pandemic shifting many services online, digital and self-service channels have become features customers expect. “‘Customers want to choose and influence their experiences,’ said Paula Hansen, chief revenue officer of SAP Customer Experience. ‘They will switch a provider, business or brand if they aren’t satisfied with the experience delivered. As the holidays approach, companies must take note and listen to consumers’ needs in this unique shopping season and address them quickly in order to deliver the experience they deserve.’ With the rise of digital channels and self-service options, shopping has become more complex, and consumers have increasingly taken charge of their experiences with brands. Along these lines, 92% of respondents said they want control over their experience when shopping or interacting with a brand”
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