The road ahead for omnichannel in the Greater Bay Area.
Our study looks at changing consumer behaviours during the ongoing COVID-19 pandemic and how retailers have responded in terms of integrating digital technologies to create a seamless online-to-offline experience, engaging consumers through a wide variety of digital and physical channels, and meeting customer expectations with regards to quality, authenticity, fulfilment, customer service and brand values. It also examines related corporate strategies for the coming two years and how those strategies align with consumers’ evolving preferences.
The Insight Report presented the following observations:
Align data collection practices with analytics capabilities and consumer preferences.
Harness technology to meet consumer expectations for experience and product authenticity.