PETALING JAYA: As the pandemic further disrupts the retail scene, businesses will have to strengthen their omni-channel offerings to retain both online and offline customers.
The retail landscape has changed in recent times with the rise in e-commerce but Covid-19 has certainly accelerated many of these trends, said Chris Dann, (pic below) Ipsos group service line leader for customer experience and channel performance.
“Retail is experiencing new dynamics that are frequently changing. Covid is definitely an accelerator. The magnitude of change experienced by the industry is not an overstatement but more of an acceleration of trends that have been happening over the past few years.
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