Retail and Consumer Industry Innovation in 2021

At the beginning of 2020, many retailers were already in the process of implementing substantive omnichannel strategies to bridge the gap between in-store experiences and the convenience of online shopping. However, when the Covid-19 pandemic hit, it forced many retailers to innovate faster. With digital customer service interactions expected to increase by 40% in 2021, it looks likely that many of those changes will become permanent. Read this whitepaper to explore how retailers responded during a time of immense disruption and discover what lessons can be applied in 2021.