The New Normal Meeting and Exceeding Customer Expectations

Shopper using a mobile device

The impact of COVID-19 has had a profound impact on consumer expectations and demands, driven by an accelerated shift to digital. Consider that worldwide retail e-commerce sales grew by nearly 28% in 2020, while total retail sales declined by 3%.

This report explores the technology-enabled consumer trends emerging from this shift, based on exclusive research into their expectations and retailers’ ability to meet them. These are the trends that retailers should focus on to mitigate risk, manage resilience, and build for recovery through 2021. They are:

  1. The ability to fulfill online growth;
  2. A single inventory view; and,
  3. Recognizing what’s relevant to customers.

The report also looks at some tech basics that will help you power ahead by creating more personal, engaging, and profitable customer experiences.

Download your exclusive copy today.