Remapping the customer experience: A reinvention imperative

As consumers return to physical stores, how can retailers build end-to-end transactional experiences that users will find comfortable and safe? Some like Verizon-- a veritable lifeline for consumers-- began recreating the minute COVID-19 hit; others like Suitsupply had more time to shape the next normal. There is no one-size-fits-all approach, but priorities are remarkably similar: Meet customers where they want to shop, build out digital solutions so that consumers can stay connected even when they can't physically engage and embrace a frictionless experience. Hear how two very different retail companies are reinventing the shopper journey.