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  • Is self-service satisfying customers in stores?
  • Is self-service satisfying customers in stores?
    Dorian Hurst (2019) ©
REPORT

2020 Expert Outlook on Shopping

Why is the human touch still needed in stores? How are brick-and-mortar outlets championing sustainability? And what role will voice tech play in browsing and buying? In this part of the 2020 Expert Outlook, we speak to three experts about the factors affecting how we shop online and IRL.

Location Global

Scope
Optimised e-commerce platforms with exhaustive inventories have made shopping around the clock the norm for many people and, in 2020, online purchasing is set to become even more embedded in day-to-day routines through smart speakers and social media feeds. Yet while digital marketplaces trump brick-and-mortar stores on convenience, IRL retailers will be leaning into a factor that e-commerce can’t compete on – the human touch. Despite being constantly connected via digital devices, many people are feeling disconnected from others, while an abundance of products online has led to choice fatigue – issues that ...

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