This gels with what I've been seeing: the "new normal" is still very much in the making, and by no means set.

The future of retail will be shaped as much by what investments are made, and how customer experience strategies are reimagined, in the *next* 12-18 months as it has been in the past 18 months.

>>
We found that retailers made approximately $10 billion in e-commerce investments, acquisitions and partnerships from May to July 2020. These investments spanned logistics capabilities to enable last-mile, asset-light approaches like ghost kitchens (restaurants with a space for kitchen equipment and facilities, but no dining area for walk-in customers) and dark stores (retail distribution centers that cater exclusively to online shopping), as well as product portfolio investments geared toward digital capabilities in AI and blockchain.
For some retailers, this past year has accelerated previously existing efforts to innovate. But for many others, it has spurred a great reset of the way they think about consumers’ needs and the future of digital commerce.<<

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https://lnkd.in/guTNaEM