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Report 08 Feb 2022

Expert View: The customer experience is transforming the retail industry

The retail sector was heavily affected by the pandemic in 2020. As a result, consumer expectations changed as governments shut down the economy to contain the spread of the virus. The pandemic has been a catalyst for new consumer behavior because of the shift to online sales and the desire for speed, agility, and reliability in consumption. On the other hand, the reduction in customer contacts is forcing retailers to adopt digital tools to maintain a connection with their clients and continue to understand them. The pandemic has forced retailers to reassess the real value and role of their shops. So, what are the trends shaping consumer expectations?

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Cassandre Luys
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Mopia Kamdoum

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