COVID-19’s impact on the retail sector has been overwhelming and has urged retailers to reshape their customer engagement strategy in entirety. Owing to the lockdown, there has been a drastic shift in customer behaviour and some of these changes are likely to stick around as social distancing emerges as the new normal all over the globe.

Majority of Indian customers believe that it will take them 2-3 months to return to their pre-COVID-19 routines once the restrictions are lifted. Considering this, brands need to build a strong omnichannel presence to stay relevant and connected with customers in these changing times.