What Shoppers Want Now: Consumer Attitudes on Ecommerce, Fraud & CX


Our annual international survey of more than 5,000 ecommerce consumers reveals the trends and CX standards retailers need to know.

Consumer behavior and expectations changed dramatically during the pandemic, upending how online retailers should approach marketing, CX, payment and fraud management.

Listen in on a lively discussion of the most important findings from ClearSale’s State of Consumer Attitudes on Ecommerce, Fraud & CX 2021 report.


David Fletcher
  • David Fletcher
  • ClearSale
  • Senior Vice President
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  • Faye McEachern
  • ClearSale
  • Director of Partnerships
  • Rick Sunzeri
  • ClearSale
  • Director of Enterprise Accounts

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The pandemic accelerated ecommerce trends and generated extraordinary impacts:

  • 78% of consumers shopped more often and/or spent more online during the pandemic. As people buy more online, their expectations for great experiences are rising — and they’ll quickly shift their business to retailers that meet those expectations.

  • 48% of consumers shopped at both local and international websites. Ecommerce retailers that customize CX for their cross-border shoppers will see the most benefit from this trend.

  • 71% of online shoppers would rather pay with their digital wallet than with a credit card. Alternative payment methods are now a must-have for online stores. 

Source: ClearSale Original Research Report: State of Consumer Attitudes on Ecommerce, Fraud & CX 2021


The ClearSale team will discuss these findings and more takeaways you can use to fine-tune your CX. You’ll learn:

  • The impact of ecommerce on cross-border shopping and CX.

  • How the generation gap creates personalization challenges for retailers.

  • The payment methods and CX elements that customers prefer the most.

  • How fraud and false declines affect CX and customer churn.

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Learn how to improve your website’s CX to increase cart conversions, grow your revenue and strengthen your customer relationships.