It’s no secret that e-commerce is more important than ever to retailers. The pandemic stress-tested platforms and supply chains like never before, and customer experience proved to be a critical differentiator.

Now, as families hope to gather for the holidays, and the biggest shopping days of the year approach, this new level of expectations is firmly entrenched. So how can retailers meet demand on Cyber Monday and throughout the holiday shopping season?

This report from Publicis Sapient, powered by data collected with McGuire Research, highlights the highly competitive nature of Back Friday/Cyber Monday shopping, with key findings and surprising stats around how and when people shop, and what they expect from their experience — from discounts to loyalty privileges to returns.