Products

EMARKETER delivers leading-edge research to clients in a variety of forms, including full-length reports and data visualizations to equip you with actionable takeaways for better business decisions.
PRO+
New data sets, deeper insights, and flexible data visualizations.
Learn More
Reports
In-depth analysis, benchmarks and shorter spotlights on digital trends.
Learn More
Forecasts
Interactive projections with 10k+ metrics on market trends, & consumer behavior.
Learn More
Charts
Proprietary data and over 3,000 third-party sources about the most important topics.
Learn More
Industry KPIs
Industry benchmarks for the most important KPIs in digital marketing, advertising, retail and ecommerce.
Learn More
Briefings
Client-only email newsletters with analysis and takeaways from the daily news.
Learn More
Analyst Access Program
Exclusive time with the thought leaders who craft our research.
Learn More

About EMARKETER

Our goal is to unlock digital opportunities for our clients with the world’s most trusted forecasts, analysis, and benchmarks. Spanning five core coverage areas and dozens of industries, our research on digital transformation is exhaustive.
Our Story
Learn more about our mission and how EMARKETER came to be.
Learn More
Methodology
Rigorous proprietary data vetting strips biases and produces superior insights.
Learn More
Our People
Take a look into our corporate culture and view our open roles.
Join the Team
Contact Us
Speak to a member of our team to learn more about EMARKETER.
Contact Us
Newsroom
See our latest press releases, news articles or download our press kit.
Learn More
Advertising & Sponsorship Opportunities
Reach an engaged audience of decision-makers.
Learn More
Events
Browse our upcoming and past events, recent podcasts, and other featured resources.
Learn More
Podcasts
Tune in to EMARKETER's daily, weekly, and monthly podcasts.
Learn More

Frictionless Commerce 2020

How Coronavirus Is Accelerating Seamless Omnichannel Retail

Download
Share
About This Report
As convenience becomes an increasing driver of consumer behavior, we explore how friction-reducing technology advancements are helping retailers generate more sales.
Table of Contents

Executive Summary

Frictionless commerce, a trend permeating many facets of the customer journey today, leverages technology to improve the retail experience by saving people time and hassle.

What effect is the pandemic having on frictionless commerce trends?

Frictionless commerce was emerging on numerous fronts prior to the pandemic, but shelter-in-place and social distancing measures have significantly increased the demand for retail experiences that minimize time in-store and proximity to other people.

What else is driving the frictionless commerce trend?

The timeless truths of retail are that consumers will always want better prices, selection and convenience. With the internet having already driven major progress on the first two customer needs, attention is now turning to convenience.

What effects do frictionless experiences have on consumer spending?

Streamlined digital transactions, click-and-collect pickup and cashierless checkout contribute to increased shopping frequency and incremental sales.

How important is click-and-collect to ecommerce sales?

According to our latest forecast, click-and-collect will account for 8.2% of US ecommerce sales in 2020, up from our pre-pandemic forecast of 7.6%.

WHAT’S IN THIS REPORT? This report covers retail innovations driving improved speed and convenience in the shopping experience, and how the pandemic may affect those innovations.

KEY STAT: US click-and-collect ecommerce sales will jump 60.4% to $58.52 billion in 2020.

Here’s what’s in the full report

2files

Exportable files for easy reading, analysis and sharing.

18charts

Reliable data in simple displays for presentations and quick decision making.

8expert perspectives

Insights from industry and company leaders.

Table of Contents

  1. Executive Summary
  2. Convenience Drives the Frictionless Trend
  3. Frictionless Ecommerce
  1. Frictionless Brick-and-Mortar
  2. Key Takeaways
  3. Insider Intelligence Interviews
  1. Read Next
  2. Sources
  3. Media Gallery

Charts in This Report

Interviewed for This Report

José Vicente Aguerrevere
Takeoff Technologies
Co-Founder, Chairman and CEO
Interviewed April 17, 2020
Keith Anderson
Profitero
Senior Vice President, Strategy and Insights
Interviewed April 17, 2020
Melody Akhtari
Luxer One
Former Director, Marketing and Communications
Interviewed January 13, 2020
Alexa Dennett
Wing (an Alphabet company)
Head of Marketing and Communications
Interviewed April 23, 2020
Jordan Fisher
Standard Cognition
Founder and CEO
Interviewed April 6, 2020
Shelley Kohan
Shelmark Consulting
CEO and Founder
Interviewed April 13, 2020
Max Pedró
Takeoff Technologies
Co-Founder and President
Interviewed April 17, 2020
Brie Carere
FedEx
Executive Vice President, Chief Marketing and Communications Officer
Interviewed April 1, 2020

authors

Andrew Lipsman

Contributors

Bianca Carasus
Researcher
Blake Droesch
Junior Analyst
Jasmine Enberg
Senior Analyst
Amy Rotondo
Director, US Research
Yoram Wurmser
Principal Analyst
Already have a subscription?Sign In

Access All Charts and Data

Gain access to reliable data presented in clear and intelligible displays for quick understanding and decision making on the most important topics related to your industry

Become a Client