As the consumer is becoming more demanding and more familiar with digital technologies, service organisations are forced to invest more in their quality of service and operational excellence. Keeping up with innovation requires companies to continuously adapt to the market and keep their staff on top of their game. In retail, businesses were forced to change business models almost overnight, due to a sudden global pandemic. In-store shopping had to be reinvented and e-commerce grew as never before.
Technology is changing the way every industry does business by helping to create efficiencies, save money, and provide improved products and services. Services and retail businesses are also adopting technology to their advantage. Predictive analytics offer retailers several means to enhance the customer experience. To maintain their customer base and answer the evolving customer needs, services and retailers who will take advantage of new technologies, will have more chance of a sustainable future.