To improve customer experience (CX) at every touchpoint, retailers have adopted a customer-centric strategy.
Since the onset of COVID-19, retailers have optimised digital platforms and created hybrid-buying experiences to meet consumer expectations via creative solutions. The article states that retail enterprises have been able to prosper and create new opportunities for a post-pandemic setting.
Moreover, retailers across industries prioritised digital, as COVID-19 accelerated digital initiatives. In 2020, nearly 30% of car sales in the US occurred online. Major retail brands pivoted to digital channels to understand consumers better, enhance digital experiences and stay ahead of competitors.
Retailers adopted multichannel and omnichannel strategies to provide consumers seamless and holistic buying experience across channels, as well as to map their journey better. Big box retailers like Target are fortifying their digital presence by enhancing hybrid and in-store experiences to boost revenue.
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