The reinvention of retail in a
post-pandemic world.
2020 made evident how retail moves at different speeds. While many industries saw unprecedented growth, others faced difficult challenges in order to stay in business.
The demand was often larger than the offer, and the number of requests overwhelmed organizations.
Now, as the world reopens its doors and companies start the journey to recovery, the most successful organizations will be those who drive forward their implementation of new technologies and digital and omnichannel experiences.
76% of consumers changed stores, brands, or channels in 2020.
The customer experience imperatives
The events of 2020 forced consumers to change their habits, and many of such changes have come to stay. Online shopping and customer service through digital channels became a very real option to maintain service continuity in the beginning of the pandemic, and it is now expected to be a more permanent part of life moving forward. Accenture forsees an increase of 169% in online shopping from new or unfrequent users.
What will make companies stand out?
And what will drive the evolution of retail, in 2021 and beyond
Become omnipotent in omnichannel
Customization
Improve delivery
Take a stand in social issues
Recalibrate talent strategies
Ecofriendly strategies
Transform your concept of productivity
According to McKinsey [link a página] omnichannel strategies and digital migration has been the cause of growth in the retail sector 66% of the time. This is one of the reasons why 100% of retailers name omnichannel customization as a priority in their businesses. However, only 15% have successfully integrated these channels.
The way in which these actions are implemented will depend on the sector, business strategy, and how advanced each company is in their omnichannel journey. Those who are able to correctly identify their company’s priorities and invest accordingly will have the potential of becoming leaders in their respective industries for years to come.
Need more reasons to consider an omnichannel strategy?
- 15% growth in revenue and retention.
- 30% more effective marketing.
- 5% increse in sales.
- 10% increase in satisfaction and engagement.
What we offer
Our award-winning solutions have been certified in various quality standards, and they will help you reach your customers in their own terms.
From the tools we use, the different touch points on a journey, and a careful attention for each case until its conclusion, we are here to help you achieve your business goals in a safe and scalable way.
Meet your customers where they are
Customer Service
Collection
Sales
