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Is it Back to the Future for Retail?

While e-commerce continues to drive convenience through digitisation, COVID-19 has ultimately stimulated the need for a more physical customer experience. In this report, Criticaleye Partner, Capita, examines the vital role customer experience will play as retailers recover from the devastation of past 18 months.
Key takeaways:
  • Online sales breached 20 percent of total retail in the UK’s first lockdown, and 30 percent in the second.
  • The compound annual growth rate for customer experience will be 6.4 percent (to 2024).
  • Due to COVID-19, there have been 200,000 jobs lost, yet £27 billion in sales within the sector.

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