Forrester: Companies with great digital experiences perform better amid pandemic and are poised for future growth

Anyone who says that 2020 wasn’t a challenging year for businesses has their head in the sand. From setting up and then managing a remote workforce, to adjusting to an all-digital economy amid a year with uncertainties galore, 2020 tested a company’s ability to survive let alone thrive.

According to new research from Forrester Consulting, commissioned by Adobe, the companies that weathered the 2020 storm best were the ones that were already set up to deliver digital customer experiences when the pandemic hit. Indeed, the research finds that companies with excellent digital customer experiences were more likely to have seen better business performance since the onset of the pandemic, including increased basket/shopping cart sizes and customer lifetime value (CLV). They also are better poised for future growth, and they continue to roll out new features that support customer engagement.