COVID Solutions

The future of ecommerce in 2021.

The pandemic has left an enduring mark on the consumer landscape. Years of change have happened in weeks: Offline spending shifted online. Products rarely bought online are now ecommerce staples. And immediacy, convenience, and speed are top consumer demands.


Retail ecommerce sales growth worldwide, by region, 2020.

% change

Drivers of online purchases - Which of these do you consider good reasons to buy an item online?

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Ecommerce boom fuels record online competition.

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Though global ecommerce growth will slow before picking up in 2022, ecommerce sales are at an all-time high after the pandemic accelerated years of growth in just weeks.

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Record ecommerce competition—fuelled by legacy wholesalers, global retail giants, and product categories not traditionally purchased online—is driving up customer acquisition costs.

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Many new competitors are not equipped to compete on customer experience, a top differentiator online, giving an edge to brands with immersive omnichannel experiences.

Brands must adapt or risk becoming irrelevant.

Never has the consumer expected more of businesses. Not only do shoppers want to buy online, they also expect it to be fast and convenient. Consumer surveys indicate that these shifts will be sticky. Of the 75% of consumers who say they tried different online brands during the pandemic, 60% expect to integrate the new brands and stores into their post-COVID lives. Other shifts that took hold during stay-at-home orders are also expected to persist, including shopping online, using mobile payments, and video calling and conferencing.

Star Trek in the 1960s portrayed technology that could be controlled by a character’s voice. What was once the stuff of science fiction has arrived. Instead of issuing commands like, “Raise deflector shields,” we can shop with our voices through smart mirrors or video games.