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the pandemic. personas and experiences they are building on social
media. But the transactional engine for future growth has
Our data show that 56% of global shoppers admitted to undoubtedly accelerated into digital channels, and it is now
spending more online as a coping mechanism, either treating unlikely that trend will ever reverse.
themselves to ‘pick me ups’ to reward themselves for getting
through lockdowns or to alleviate the emotional stress of To succeed, retailers must double down on their efforts to
the pandemic. Meanwhile, over a quarter (28%) said they’d create a holistic, deep level of understanding of international
bought more online ‘gifts’ or ‘treats’ for friends and family markets – across all their sales channels and customer
during the pandemic to make up for not being able to see touchpoints – so that they can offer localised, customer-
them in person. centric, and cost-competitive shopping experiences. Only
then can they truly open up the cross-border commerce
As many countries begin to ease COVID-19 restrictions, opportunity by maintaining the loyalty of existing customers
despite 57% of the global shoppers surveyed saying the while attracting new ones. ••
pandemic had opened their eyes to the convenience
and choice on offer online – increasing to 63% among
Millennials – 71% said that post-pandemic, they would
continue to purchase via a mix of digital and physical
REPORT
channels, highlighting the importance of omnichannel THE FULL REPORT CAN BE FOUND AT
capabilities in retailers’ international commerce strategies. HTTPS://ESW.COM/GLOBAL-VOICES-PRE-PEAK-PULSE-21/

Brands that understand the evolution of traditional retailing ABOUT
see the importance of blending their direct international MARTIM AVILLEZ OLIVEIRA IS CHIEF COMMERCIAL OFFICER - EMEA AND
e-commerce trading with their existing omnichannel APAC AT ESW, THE WORLD’S LARGEST PROVIDER OF CROSS-BORDER D2C
structure. The stores of the future will be experiential E-COMMERCE SOLUTIONS.
meccas, where brands will espouse and reinforce the brand

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