idc logo


What have holiday shoppers just told us about their buying habits, purchase decisions, and payment preferences? How can retailers respond to the needs, preferences, and behavior of their customers?

  • Why brands still struggle to get it right with their online channels
  • Why in-store retail shopping still matters
  • How to combat shopping-cart abandonment
  • Individualization trends in retail, banking, travel and more

Get industry specific insights


Retail – Why brands must have an omnichannel strategy and better individualization to guide the entire customer journey.


Banking – What financial institutions are doing right, where they can improve, and how to boost already-good satisfaction scores.


Travel – On land and in the air, customers’ choices abound. What our findings reveal about travelers’ engagement and payment preferences.

Here’s a sample of the insights you’ll find


report that they will buy something online if they see that the price is lower online than in-store.


of holiday shoppers said they will check prices online to confirm they are getting the best price while shopping in-store.


of holiday shoppers say they will ask a store to price-match if they see a better deal online while holiday shopping in-store.

The primary reason consumers abandon their shopping carts


Download the Evolving Customer Experience research report, to discover actionable insights on how consumers think, react, and buy.

This report is based on a survey conducted from November 8-12, 2019, and commissioned by Resulticks. Respondents were sourced from OpinionRoute. Our objective was to better understand holiday shopping plans and trends in customization across retail, banking, and travel. The survey covered 1,001 consumers and is nationally representative. Margin of error is +/- 3.1 percentage points.

For more insights on the Lewis consumer report,