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Analyst Commissioned Research

Forrester Paper: Digital Technology Powers Simple Omni-channel Customer Experience in China

As the business-to-consumer (B2C) eCommerce market in China matures, buyer expectations for convenient, efficient, and cost-effective access to both online and offline shopping continues to grow sharply. Customers today expect to purchase products and services anywhere, anytime. What's more, Chinese consumers are becoming more demanding than ever as more information becomes available and their wallets become unprecedentedly thicker.

Companies also need to take into account the fact of the faster pace of work and life in China has been leading people relying more on smartphones to handle their shopping needs. As such, mobile gives retailers opportunities to engage with customers, influence shopping decisions, and complete purchases. In order to meet and exceed the expectations of empowered customers, B2C sellers in China should embrace digital eCommerce platforms with personalized features that can enhance omnichannel experiences for customers.

In June 2015, SAP hybris commissioned a study by Forrester Consulting to explore how B2C sellers are transforming their approaches to selling and delivering products and services in China. Download the study and get the insights on how to build a holistic digital strategy for your B2C commerce.

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