It’s not just about online and offline anymore. New commerce channels are proliferating, and more than a third of the world’s shoppers are now using channels such as livestream retail and social commerce. At the same time, digital and physical purchase environments and touchpoints are converging and shopping journeys are becoming less linear. Consumers are developing their own commerce ecosystems of go-to brands, retailers, channels and touchpoints.

In this session, the speakers will explore commerce channel usage trends, the rise of personal commerce ecosystems, and juggling commerce digitization. They will also look at what engagement means in a “convergent commerce” world, shopper expectations in different commerce channels, and how measurement metrics could be adjusted to match the blended nature of commerce channels. Additionally, they will showcase how brands and retailers are adapting to these challenges.

Attendees will learn:

• New and changing shopper journey types and personal commerce ecosystems, and implications for their go-to-market strategies.
• The business and research questions to ask in order to map a consumer commerce ecosystem to determine what to play as well as at which channels and touchpoints.
• Potential new metrics to use in measuring commerce performance.
• How companies around the world are achieving and implementing the above.