It’s not just about online and offline anymore. New commerce channels are proliferating, with more than a third of the world’s shoppers 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 we will explore commerce channel usage trends; the rise of personal commerce ecosystems; and juggling commerce digitization with the need for humanity, personalization, and the sensorial. We will look at what ‘engagement’ is in a Convergent Commerce world; shopper expectations and of different commerce channels, and how measurement metrics could be adjusted by channel and touchpoint type to match the blended nature of commerce channels.

We will showcase how brands and retailers around the world 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 in order to determine at which touchpoints to play and what with
• Potential new metrics to use in measuring commerce performance
• How companies around the world are achieving and implementing the above.

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