Home | Login | Contact

Who    What    Why



INSIGHTS



  COMMUNITY ARTICLE

Is it Back to the Future for Retail?

While e-commerce continues to drive convenience through digitisation, COVID-19 has ultimately stimulated the need for a more physical customer experience. In this report, Criticaleye Partner, Capita, examines the vital role customer experience will play as retailers recover from the devastation of past 18 months.
 
Key takeaways:
 
  • Online sales breached 20 percent of total retail in the UK’s first lockdown, and 30 percent in the second.
  • The compound annual growth rate for customer experience will be 6.4 percent (to 2024).
  • Due to COVID-19, there have been 200,000 jobs lost, yet £27 billion in sales within the sector.
 






Click here to download this insight








Related Insights

Your Peers Also Read

Episode 7 of our Episode 6 of our CEO Research Results 2021 New Models of Performance A New Ecosystem for Leadership