How Retailers are Leveraging Technology to Blend Online and In-Store Customer Experiences

December 23, 2020
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The way consumers order and procure goods and services has significantly changed over the past year. Consumers have become accustomed to the convenience of online shopping and they aren’t likely to fully revert to previous shopping habits. According to McKinsey & Company, the U.S. ecommerce penetration saw 10 years’ worth of growth in the first 90 days of the pandemic alone. In fact, online retail has increased by 3.2X.

To adjust to social distancing and public health requirements, many retailers have done a rapid shift to digital commerce. Digital commerce has not only enabled retailers to survive, it has already created efficiencies, improved customer experience, and met the ever-changing demands on the supply chain. This requires retailers to be more digitally agile than ever before -– transforming the customer experience by blending physical and online retail.

In order to keep up with the demand, retailers need to embrace technology that offers their customers options for online/mobile ordering, apps for line busting, and contactless payment through digital wallets or QR codes. A recent IDC consumer survey on the Future of Retail stated that more than 35% of retailers are investing in technology that closes the gaps in digital transformation. It can help improve the in-store customer experience (CX), grow revenue, and cut costs.

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