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2021 Retail Outlook
In 2020, retailers’ immediate response to disruption – a quick cobbling together of a patchwork of systems to get the job done – was swift and necessary. However, it should not paper over the fact that most retailers’ business processes and systems are held together by duct tape.
As they re-prioritise transformation in 2021 and beyond, retailers must focus on new experiences and capabilities that align with shoppers’ changing expectations, while at the same time re-architecting their systems and processes to be better prepared for future disruption.
The 2021 Retail Excellence Playbook, in partnership with Avanade, Incisiv and Microsoft, offers retail executives prescriptive recommendations based on peer-to-peer research and benchmarking analysis of high-performing retailers.