Closing the Consumer Expectation-Experience Gap | Stord Fall 2025 Keynote

Stord Summit 2025 Fall Keynote: Closing the Expectation-Experience Gap

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The evolution of major e-commerce expectations. How have they accelerated growth? (02:32)

How does a consumer experience become a standard expectation? (09:56)

The Consumer Expectation-Experience Gap and impact of failing to close it. (13:46)

The many ways brands can close the gap. (27:33)

Leveraging AI, partnerships, and more to create new experiences. (33:52)

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Valuable Insights and Guides

To help brands manage through an extremely challenging period of change, Stord produced several reports, surveys, and guides.

These pieces will serve as helpful tools to ensure 2026 is a success.



Mystery Shopping Report

A complex analysis of hundreds of e-commerce transactions revealing industry trends, shortcomings, and opportunities set against key data on end consumer expectations.

Learn More](/content/reports/mystery-shopping-2025/index.html)



Post-BFCM Field Manual

Find crucial strategies to extend the benefits of Black Friday Cyber Monday. Turn one-time shoppers into loyal consumers. Featuring several Stord Collective members.

Learn More](/content/reports/bfcm-guide-2025/index.html)



Death of De Minimis

The sudden end of de minimis exemption has upended fulfillment. This guide provides clear strategies to help build a resilient commerce enablement solution that does not require Section 321.

Learn More](/content/reports/de-minimis-guide/index.html)



BFCM Performance Study

Discover key insights from Black Friday Cyber Monday 2025. Featuring Stord customer performance, market trends, and other important takeaways as you plan for 2026.

Learn More](/content/reports/peak-performance-report-2025/index.html)

Deliver Improvements in Loyalty

Earning a customer is expensive. Losing one forever is impossibly expensive. To scale regardless of economic headwinds requires a dedicated focus on building loyal repeat customers. Earning loyalty is a gradual process made up of every single element a consumer takes from pre-purchase through post-delivery. You can improve those odds by investing in critical tools and systems to protect your brand and your end consumer.

AI-Powered Estimated Delivery Dates

Boost revenue by 5-10% by just telling your customers precisely when their order will arrive. Over 70%+ of carts are abandoned, and 12% of those are due to unclear delivery dates. Reclaim your marketing dollars with AI-powered EDD.

Improve Your Revenue

Personalized Unboxing

Leverage your entire CRM and AI to create scalable and customized interests that can spike average order value by +25%. Take control of your only 100% open rate marketing channel: your unboxing experience.

Make It Personal

Shipment Protection

620 million packages disappear every year. This one-click solution ensures your end consumers have an easy claims and resolution process. Save CX time and earn more revenue while beating porch pirates.

Protect Your Customers

Stord Nodes

Stord Expanded Network

Close your consumer experience-expectation gap