Key findings
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Customers conducting shopping activities in physical stores is still the best way to achieve lower fulfilment and returns costs and optimise margin
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Investing in frontline employees’ overall physical and mental well-being will reduce attrition as well as increase their capability to be competitive differentiating profit drivers
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Retailers can offer meaningful virtual customer experiences, for examples in metaverses, through lessons learnt from investing in rich immersive in-store customer experiences
Cegid Retail
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Gartner, Predicts 2023: Immersive Stores Are a Critical Focal Point For Retail Profitability, 12 December 2022, Hanna Karki Et Al.
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