Using digital to build resilience through new retail experiences

The retail industry experienced enormous challenges and changes last year, as have many others such as travel, transport and hospitality (TTH). The need to find different ways to serve customers and build resilience into entire business models has shifted the conversation around digital transformation – and accelerated its imperative.

The idea that digital must be central to how we reimagine the world of retail and the TTH sectors is not new. Writing for the British Retail Consortium (BRC), KPMG’s UK Head of Retail Paul Martin described the UK’s second lockdown between November and December of last year as ‘a tale of two channels’. That is, while high street retailers’ performance fell, online sales rose by double figures across most categories.

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