After sustained social and economic disruption worldwide, many emerging customer experience (CX) trends that would likely have taken years to mature have been fast-tracked into everyday retail. 

With millions of non-essential retail stores forced to shutter their brick-and-mortar outlets and even more consumers left with e-commerce as their only route to purchase – we are looking at a very different landscape. One where digital comes first, and loyalty is hard-won but easily lost. 

Here are 9 of the trends that, in my view, retailers and brands need to incorporate in their strategies moving forward.