We are long past the point of discussing how technology has interrupted our lives and changed our perspective of the world. We are now in the post-disruption era, and in many sectors including retail, a new normal is emerging. We are seeing that the most successful retailers are using both online and offline approaches. The key is the critical balance between the efficiency of online with the engagement of offline.

Key findings

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We are long past the point of discussing how technology has interrupted our lives and changed our perspective of the world. We are now in the post-disruption era, and in many sectors including retail, a new normal is emerging. We are seeing that the most successful retailers are using both online and offline approaches. The key is the critical balance between the efficiency of online with the engagement of offline.

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The fast and slow of retail. Simply put, the transaction should be fast and efficient and save us time. But the engagement needs to be about entertainment, inspiration, discovery, and social experiences—and these are in real time.

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Retail is human. Retail is no longer about products. With the maturity of e-commerce and effort to bring that transaction mode into the physical store, there has been a resurgence of the critical role that sales associates play in brand engagement.

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