The Covid-19 pandemic has encouraged greater online engagement between retailers and their customers — particularly in the e-commerce space. However, problems in the digital experience need to be addressed by brands if these new-found audiences are to become long-lasting customers.

That’s the main finding in the "2020 South African Digital Customer Experience Report", led by digital marketing agency Rogerwilco. The survey polled 2,000 consumers mainly in Gauteng, KwaZulu-Natal and the Western Cape, and says there is little excuse for having a slow site or app in these days of low-cost, elastic cloud-based hosting...

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