As widely noted, COVID-19 has brought massive changes to the retail industry. After a difficult 2020 for many dealing with uncertainty, retailers are heeding signs that consumer confidence in their sector is slowly improving. Customer buying habits fueled by the pandemic are changing, and many leaders are ready to embrace new growth opportunities created by these changes. Capturing some of these opportunities may require retailers to change as well, delivering their products and services in distinctly new ways, including accelerating digital initiatives to accommodate customers who are now buying online in record numbers. To meet the needs of an increasingly connected and empowered customer base, retailers are exploring and investing in solutions that improve the online buying experience, and provide a more targeted and authentic customer experience. Overall, big moves—and the vision and technologies that support them—are needed to succeed in an evolving, increasingly phygital retail landscape.
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