Reimagining the future of customer interactions and experiences – what can we learn from experiential retail businesses about responding to the rapidly changing customer needs

The pandemic has forced a shift in our behaviour, whether it comes to entertainment, socializing, shopping, travel – how sustainable that shift is going to be is a million dollar question many are trying to crack.

Just like us, many businesses have had to adapt quickly to the new customer needs. But the longevity of those new behaviours will impact the attitudes for innovation, procurement, learning, investments and business growth.

This session will present case studies of the more agile and successful responses to the changing customer needs and, while nothing is certain and we all have to remain flexible, will attempt to discuss predictions on what new behaviours are here to stay and which ones will just revert back to the world as we know it.
 

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