2018: The Year Of Brick-And-Click

Retail is undoubtedly reverting to “under construction.” Customer’s expectations are changing, malls and shops are closing down, others are opening up and doing better than ever. Many brands are investing in customer experience, shaping them into something unforgettable for their store visitors.

How should stores navigate all the trends? How can they ensure customers come back for more?

This Snapshot explores the current state of retail, where it is going, customers’ expectations and best practices along the customer journey followed by implications for retailers.

The New Normal.

The COVID-19 outbreak is a new global reality that arrived fast and unexpectly, resulting in the birth of completely unfamiliar business context. With the beginning of the new calendar and fiscal years, businesses have seen their plans for 2020 become obsolete over the course of a few weeks. Undoubtedly as part of immediate crisis management, business leaders are coping with today but also revising plans, projections and priorities for what many are calling the ‘New Normal’.