Customers today expect consistent phygital (physical + digital) experiences across channels including traditional outlets, platforms, and devices. Retailers must anticipate consumer’s needs and provide personalized recommendations, while delivering delightful experiences at every touchpoint.
The blend of physical and online channels has been the ultimate goal for retailers since the beginning of eCommerce. But, the onset of COVID-19 has changed the possibilities, making this move a necessity rather than an aspiration. The new retail pressures are about elevating the entire buying experience and improving loyalty while maintaining optimized operations on ground.