The pandemic led to a rapid shift in retail strategies with technology becoming key as consumers found new ways to shop and increased their reliance on digital platforms. This impact will redefine the industry for years to come with new e-commerce models emerging and online sales predicted to overtake store-based sales in the UK in the next 8-10 years.

However, as retail spaces find new value as social spaces and some stores rely on physical engagement that customers need to purchase big-ticket items, there is still a need for physical stores. Through combining the best of online and offline retail; retailers can deliver a superior customer experience that will maximise revenue and increase brand loyalty. Retailers need to rethink their strategies in this ‘new normal’ marketplace which may mean transitioning away from some physical stores and reimagining the purpose of others, with the help of technology.

Erin Brookes, Managing Director and Head of Retail & Consumer, Europe looks at the shifts in retail accelerated by Covid and changing consumer behaviours, and highlights how technology is key in delivering outstanding customer experience, both online and offline, in this complex marketplace. Read the full article here.

To learn more about how we can help retailers, visit our consumer and retail pages and check out our latest report on changing consumer values. Or, contact us to see how we can help you transform your consumer and retail business.