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Four Customer Experience and Commerce Trends That Will Define 2021

February 1, 2021

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The landscape of commerce and delivering customer experience changed dramatically over the past year, as millions of shoppers found health, safety, social distance and remote work taking center stage in their daily lives. Dress clothing retailers such as Brooks Brothers filed for bankruptcy, while athleisure wear boomed. Commerce trends that were on the horizon were suddenly adopted at a brisk pace, including online food ordering, curbside pickup and BOPIS (buy online, pick up in-store). More than one-third of consumers now shop online each week, up from 28% pre-pandemic.

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