Choosing the right suit or dress can be difficult at the best of times. There’s size, fit, price, color, feel, overall look, and a host of other factors that must be considered. It may look great in the online catalog, but how will it wear in practice? The large volumes of online returns faced by most retailers suggest that this is not an easy task.
The Future of Contactless Commerce
From “pay by face” to AI-enabled assistants, next-generation digital technologies will have a massive impact.
November 22, 2021
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Summary.
The Covid-19 pandemic — and the social distancing it required — presented the ultimate test for many of the fundamental aspects of customer’s retail shopping experiences: no fitting rooms, no contact with retail agents, no cash payments, and no in-store testing of products. While many parts of the U.S. economy have now reopened in the wake of the pandemic, retailers have learned an important lesson: we need faster, safer, and better in-store experiences that retain and enhance the important elements of closeness and interactivity with products, agents, and the store environment. This is where next-generation digital technologies can make a massive impact, enabling new forms of “contactless commerce.”
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New!
HBR Learning
Customer Focus Course
Accelerate your career with Harvard ManageMentor®. HBR Learning’s online leadership training helps you hone your skills with courses like Customer Focus. Earn badges to share on LinkedIn and your resume. Access more than 40 courses trusted by Fortune 500 companies.
Learn how to keep your customers—and their most important needs—front and center.