From coin shortages and curbside operations to contactless transactions, how consumers pay for their purchases has been completely transformed during the pandemic. Marketers expect that transformation to continue and expand. It is not just family staples that are seeing a jump in consumer digital payment options. The retail and gaming sectors are also leading the digital charge.

Certainly, the pandemic has caused some upheavals in American business -- and it's true that the record of progress in economics is littered with creative destruction. But the absolutist prognostications about the future of digital commerce taking over the world made me think "here we go again." Trees don't grow to the moon, retrenchment is common.

Even the most customer-centric businesses can overestimate their performance or miss the broad trends in customer behavior. That is why NICE inContact conducts annual surveys that track the customer experience from the perspective of businesses and consumers. CRM Buyer discussed the recent findings and related issues in more detail with the company's CEO Paul Jarman.

With most workers continuing to work remotely, CRM has become an important tool for managing relationship risk. Financial firms have to deal with market and operational risk, consumer retailers have to focus on supply chain risk, and all companies have to keep an eye on economic risk. Relationship risk is no different, and the role of the CRM is right at the center.

Lost customers and revenues are caused by password sharing and friction created at websites by onerous authentication procedures, according to a new report. The report explained that if accounts are being shared by multiple users, service providers are less likely to accurately monitor usage and are unable to correctly personalize their offerings.

Personalization and automation, two of the hottest buzzwords in the lexicon of CRM practitioners, are all the rage for marketers these days. But only 14 percent of organizations are using artificial intelligence or machine language to automate their marketing campaigns. A survey by Rackspace Technology reveals that the majority of organizations worldwide lack the internal resources to support these high-powered CRM initiatives.

Half of consumers who originally planned to return to their pre-pandemic in-store shopping routines once coronavirus is under control now plan to stick with online shopping. That shift in preferences means that e-commerce merchants must keep up with trending ways to market, sell, and prevent fraud. Let's look at a few of the most important developments and see where they're going.

One of the big marketing decisions confronting e-commerce vendors today is whether current performance is good enough. Online vendors need to consider their customers' shopping experience in order to assess existing barriers to stronger shopper responsiveness to digital storefronts. For retailers who drop the ball with errors such as inaccurate product feeds and promised products that never arrive, it's redo time.

Shopping trends are expanding as the pandemic's effect on e-commerce continues, forcing retailers to adapt their marketing strategies to meet new consumer expectations and demands, according to a new report. Consumer adoption of digital shopping is driving increased use of user-generated content, new private labels, and access to product sampling.

Commerce analysts do not see consumers shedding their newfound buying options in the wake of a post-pandemic marketplace. Concerns for health safety, social distancing, and remote working will remain priorities for many shoppers. Merchants who demonstrate that they are able to quickly get products to consumers, resolve issues with customer service, and provide fast delivery and returns will be the ones that thrive.

Oracle's continued strides in the tech space say a lot about perseverance and deep pockets. It was a darling of the 20th century tech era, rising from a startup in the database wars and becoming the sole surviving independent database company. But at some point, success leveled out its rise and it became just another big company. Then came the challenge of cloud computing.

Is your list of new business customers falling short due to issues with their rejected credit approvals? New User Missed Opportunity or "NUMO" is a growing problem for e-commerce vendors. It is caused by false payment declines based on a lack of access to current consumer data by the rating agencies. But you can fix this problem.

As the pandemic continues to keep shoppers out of brick-and-mortar stores, new shopping behaviors continue to include smartphones to nudge products into consumers' digital shopping carts. CRM Buyer discussed with Dennis Reno, SVP and head of customer experience at Cyara, how mobile CX is influencing e-commerce, and how these changes can help to improve the customer's overall experience.

Search-as-a-service company Algolia on Monday announced its acquisition of Google DNI-funded machine learning startup MorphL to fuel Algolia's new artificial intelligence offering. The company hopes the new service will eliminate barriers to AI implementation and help businesses drive website conversion and personalization.

While it was already underway prior to the pandemic, the worldwide shift to digital payments has been accelerated by the crisis. This new cashless concept and the related back-end changes by banks to adopt real-time payments are becoming increasingly popular; and have set into motion the potential for a ripple effect throughout the e-commerce ecosystem.

Live chat and conversational platform technologies have made significant advancements in recent years. Thanks to AI and machine learning, these implementations have gone beyond just being a customer support tool, to a crucial component of an e-commerce revenue engine. Here's what retailers need to know to get maximum conversions and satisfied customers from live chat tools in 2021 and beyond.

Coffee is one of the most widely consumed beverages in the U.S. and worldwide. As the market grows -- and becomes more competitive -- coffee companies are coming up with more creative ways to get their products to online consumers. The E-Commerce Times recently spoke with coffee and e-commerce experts to get their views on what's involved in successful online coffee sales.

If you want to smooth over irate clients and offer more efficient customer services, consider conversational bots instead of a roomful of human company reps. Researchers see consumers' comfort levels with a variety of chatbot technologies softening towards customer service, scheduling, banking, and therapy.

The last thing George Kramb expected from years of walking surgeons through actual operations using medical machinery was to step into a role that helped guide patients worldwide through their own medical journeys. Kramb and his partner Patrick Frank are now listed on the "2021 Forbes 30 Under 30" list in recognition of their status as rising stars in the business world.

E-commerce is now at an all-time high, with global sales figures projected to reach $4.1 trillion in 2020, almost doubling since 2015. While the spectrum of global customers has broadened, so has the scope of competition. As the need for customer support grows, there is a golden opportunity for brands to capitalize on the changes fueled by the pandemic and emerge from the crisis with a newfound customer base.

Cosmetics companies traditionally have relied on in-person retail sales to attract new customers and maintain existing clientele. The pandemic, however, has upended the cosmetics industry, bringing new challenges as well as a host of opportunities for companies that are agile and creative enough to take advantage. The E-Commerce Times spoke with experts in cosmetic sales about trends in this dynamic and evolving industry.

Clickwrap transaction platforms, which serve to replace electronic signatures, are emerging as a valuable tool to help businesses navigate the increased volume of online transactions. Instead of signing, users click to check a box, or click on a button with a label such as 'I Agree' or 'Accept'. That action authorizes the included consent language.

During any holiday season, consumers have a tough time wrestling with each other for best-selling products, but now times have become even tougher, thanks to the proliferation of online "scalper" bots. These robot shoppers, unleashed by cybercriminals, emulate the activity of ticket scalpers in the real world.

Mobile shopping apps have in the midst of the pandemic become central to online retail operations, and they're clearly here to stay. The E-Commerce Times spoke with m-commerce specialists to find out what's behind the rapid growth of consumers shopping on mobile devices, what mobile shoppers require from shopping apps, and how retailers can provide a better experience for their customers who shop on mobile devices.

With restaurants and bars closed or at limited capacity, consumers are spending more on groceries than ever before. Online food and beverage sales are forecast to grow by 60 percent in 2020. However, much of how the grocery industry still operates is locked in the norms of the 2000 to 2020 era, with dull, out-of-date and clunky online shopping experiences.

Online shoppers face myriad basic obstacles, including not being able to complete a purchase transaction. Research by customer engagement firm goMoxie shows that consumers across all ages, genders, and regions in the U.S. struggle to complete basic tasks on retail websites. Most are more likely to abandon the experience or switch to a competitor rather than seek assistance.

High-performing businesses reach peak commercial performance by reducing friction in customer interactions in the face of a market with increasing complexity. If you look at who's winning, it's the companies that not only embraced digital transformation early, but also made it a core building block of their foundation moving forward. So, what does it take to win today?

The rise in consumer adoption of e-commerce in the wake of the pandemic is pushing the rebirth of brick-and-mortar stores as potential bastions of interactionless shopping that resembles an e-commerce experience. Amenities for redesigned in-store floor space include no-contact kiosks that offer circulars and coupons. Robot greeters and sales assistants to help maintain social distancing are also in some plans.

More consumers are shopping via phones and other mobile devices, and companies that use chat with commerce are reaping rewards while improving the customer experience. New commerce research reveals that at least two-thirds of firms using chat apps such as WhatsApp and WeChat see greater commerce gains than competitors that do not.

To survive in this new business reality, it is imperative that remote employees have the skills to succeed while away from their physical offices. How to do that effectively is a multifaceted process. CRM Buyer discussed that journey with Heather Caudill, senior vice president of relationship management at AvidXchange.