The document discusses the differences in stock performance over 5 years between customer experience leaders and laggards. It mentions concepts like transformation, commerce, traffic, conversion, average order value, operating costs, loyalty, and expectations. The document provides a website and contact information for more information on ecommerce and B2B topics.

1. TRANSFORMATION,
and commerce
NOITMRASONFRAT,

2. what if you
can’t
-46%
+22.5%
CX leaders
CX laggards
Customer Experience Laggards vs Leaders: 5-year stock performance

4. aggressive

5. search
1 2action
3 4account mobile
CONTENT

11. (traffic x conversion x AOV)

12. (traffic x conversion x AOV)loyalty - (operating cost)

13. set new expectations.
transformation.

14. www.ecommerceandb2b.com
justin_king | justin@ecommerceandb2b.com
thank you!