The Future of Retail Post COVID-19

A day in the life of a retail customer

It is fair to say that even before the global COVID-19 pandemic, customer expectations were becoming increasingly demanding. With an on-demand, cashless culture now dictating how the retail sector (and indeed every industry) will function in the years to come, every touch point needs to be focused on providing a seamless experience. Today, quality, speed and personalization are just as important as pricing.

To further complicate matters, COVID-19 rapidly accelerated consumer online behavior by as much as five years in the span of just 5 weeks. So, to protect revenues, increase customer experience and displace emerging disruptors, retailers are re-imagining the end-to-end customer journey to drive emotional connections and brand loyalty. And they’re using data to deliver tailored experiences like never before. Because, unlike some industries that may be able to return to a pre-COVID-19 operating model, the retail industry has been changed forever.

Join us for this Art of the Possible webinar, where we will discuss:

  • Challenges the industry is facing
  • How the competitive landscape has changed
  • What a re-imagined customer journey could look like


Coreen Merryweather, Senior Account Director, Blue Prism

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