All aspects of retail are being disrupted today. The industry is seeing dramatic gains or losses across channels and, ultimately, brands. Digital has become the epicenter of activity and the disruption is leading to an unprecedented opportunity to use customer experience as a competitive advantage.
If you think about pre-COVID-19, the majority of retail sales were in-store. Depending on the go-to-market model, on average about 85% of revenue came from in-store purchases. Thriving retailers were investing in in-store services, events and activities that drove higher foot traffic and more sales.