Скачать или смотреть RIW21: Trends Shaping the Role of the Store with PSFK's Scott Lachut

As digital-first behaviors define the way consumers approach shopping, the role of the store has evolved. It’s at once an environment defined by high-touch service and experiences and a place for on-the-go convenience, while simultaneously serving as a critical link in the eCommerce path to purchase by supporting multiple fulfillment and remote service offerings. This hybrid approach has impacts on operations, staffing, technology and design.

To better balance safety and convenience and offer greater personalization and flexibility, retailers are integrating technology and data into their physical stores, empowering both shoppers and associates with mobile-activated experiences and expanding access to value-add services like in-store appointments and BOPIS. In this video for Retail Innovation Week 2021, PSFK's lead researcher provides an overview of the trends that retailers and brands can leverage so that stores can be transformed into an operational advantage and CX differentiator.

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