Matt Katz, Managing Partner and Head of Retail & Consumer Packaged Goods spoke with WWD about how digital transformation in retail has been rapidly accelerated thanks to the pandemic. He notes how pandemic-fueled changes have provided new insight into company workforces, “From a DNA makeup, you know which of your teammates have some of the traits to balance ambiguity, to protect and keep teams safe, who can connect with and support your customer and who represent your brand the way you want it. You also have identified those who thought some of the opposite things.”

He also noted how digital innovations have affected customer relations “The real trick is going to be how do you create positive customer interactions in that pick-up [in-store] moment and are they easy to add on, create additional abilities to further cement this transaction so it’s not just transactional.”

Read the full article here.