If retail’s in-store experience wants a place in the next normal it must look towards omnichannel

Covid-19 has accelerated the dominance of online customer engagement both in practice and in preference. Eerie scenes of empty high streets are the corollary of huge spikes in the number of people transferring much of their consumer behavior online. And this looks likely to be a shift that’s here to stay: for example, ForgeRock research showed that in the UK, …

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