Top Takeaways:-      Personalization has been and continues to be the big buzzword in the world of customer experience. -      In just a matter of a few months, COVID-19 forced businesses 2-3 years into the future of digital commerce and digital customer experiences. -      COVID-19 has also affected the way customers shop, especially with grocery stores, which saw a 300% increase in online purchasing over the last year. -      Amazon has set the bar for the eCommerce experience. Customers are learning to expect Amazon levels of service and CX from everyone else. -      The pandemic has introduced us to an era where customers are buying almost everything they need online. -      Success today involves customer acquisition, customer loyalty and continuing the same customer experience so that customers can predict what to expect. -      Information and transparency from your business are the keys to creating confidence and building loyalty with your customers. -      Companies need to tie technology, algorithms and AI into the experience customers have with human employees instead of sacrificing one for the other. Quote: “Realize that the customer’s experience with you isn’t just when the customer is on-sight, but all the way through the customer’s journey, from the beginning until they come back the next time.” About:Christy Augustine, Chief Operating Officer at Bloomreach, leads Bloomreach’s efforts to arm customers with the tools and knowledge they need to successfully compete in demanding markets. She is a leading thinker in e-commerce, having been a manager at Bain & Co., focused on technology, retail and strategy. Learn more about your ad choices. Visit megaphone.fm/adchoices