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.

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