Of all the industries impacted by COVID-19, the pandemic has arguably had the most polarising impact on the retail sector. The volatility has pushed some High Street giants into administration, but at the same time, other retailers - often the most digitally-focused - have hit commercial heights the likes of which they have never reached before.
The retail landscape has been changed inexorably by the disruption, as the combination of lockdowns and changing consumer purchasing habits forced retailers to rethink the way that their entire operations are managed and, in many cases, fast-track their digital transformation plans as a result.
Evidence suggests that there will be no snap back to the pre-pandemic patterns once ‘normality’ returns. So retailers must continue to adapt the way that they engage with customers to keep pace with changing consumer preferences and anticipate what measures could improve customer experiences in the new retail landscape to give themselves a competitive advantage.
To shed light on these dramatic changes, and examine the implications that they have had for retailers, MyCustomer has published a new report - The Future of Customer Experience in Retail. Not only does the report detail the developments of the past 12 months, but it also explores what further changes are in store for the industry - and shares advice for those retailers looking to prepare themselves.
Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 20 years, including Internet Works, CXO magazine and Business Management. He joined MyCustomer in 2007.