The New Role Of The Store

To better balance safety and convenience and offer greater personalization and flexibility, retailers are integrating technology and data into their physical stores, empowering both shoppers and associates with mobile-activated experiences and expanding access to value-add services like in-store appointments and BOPIS. 

In this report, PSFK explores how retailers across a range of verticals are evolving their physical spaces in order to elevate customer support and foster convenience and safety to improve confidence and encourage visits. Learn how companies are leveraging enhanced back-end systems to meet new consumer needs, as well as implementing the necessary upgrades for today’s tech-supported physical shopping experience, and how stores can be transformed into an operational advantage and CX differentiator.

Published January 2021

This 17-page research paper includes:

  • A look into ways leading retailers and brands are supporting the multichannel consumer through next-gen store strategies
  • 8 trends outlining key strategies for leveraging physical locations to support customers both online and off
  • Trend-supporting exemplary case studies


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