In 2021, digital technologies will be introduced that have a low capital investment and are easy to update, according to IGD.
We should also expect partnerships with third-party technology providers to accelerate the adoption of new technologies.
And more use of machine learning and artificial intelligence at the store level to increase sales and increase customer satisfaction.
New leadership and a fresh cultural mindset
Toby Pickard, Head of Innovation and Future at IGD, says, “The coronavirus pandemic has accelerated the digital awareness and skills of retailers and shoppers.”
“Numerous companies have tested and learned from new digital initiatives, and in 2021, companies need to go beyond that to improve and implement at scale.”
“The digital transformation requires a new leadership and a new cultural mindset as companies create flexible and agile ways of working.”
Boosting online profitability will be another major trend shaping global retail in 2021.
Pickard comments, “With many customers using the channel for their large weekly shop, retailers have focused on improving the pick-up or click and collect experience to improve profitability.”
“This included adding more assembly points, expanding the staging areas and parking spaces, and ensuring a contactless experience. While the initial surge is subsiding, online penetration is expected to remain at higher levels compared to the pre-crisis. “
