4 retail industry trends shaping the future of customer experience

Prepare to meet the evolving needs of consumers in 2021

It's been a landmark year of changes and operational challenges for the retail industry, and SMG has been closely tracking consumer behavior since COVID-19 was declared a pandemic in March. In this piece, we've used research from US + UK consumers to analyze the current environment and discuss what's next for retailers.

Download the report for key insights from our research, including:

  • 4 consumer trends to keep top-of-mind when planning for 2021
  • 3 takeaways to help retailers improve CX
  • How to stay connected as the customer journey changes

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