“Agility” was the buzzword of 2020 as retailers feverishly worked to adapt their business models, experiences and services amid uncertainty. The ever-changing customer behaviors we saw during the pandemic, coupled with a rapid evolution of industry dynamics, will continue to make agility key to competing and thriving in retail’s new era.
But questions remain.
- How eager are consumers to return to stores?
- Will the “ecommerce surge” continue?
- How will fulfillment and pickup preferences change?
- What channels do consumers want to use to engage with retailers?
Executive teams know they need to develop a plan, but few have the technical infrastructure and processes in place to make the required changes to pivot quickly and efficiently.
In this guide, we’ll outline the strategic considerations retailers should use to develop an agile strategy and unpack the trends that can — and should — inform their decisions.