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In the aftermath of the pandemic, the retail and consumer goods industries are not just at a tipping point, but a point of no return. Consumers who hadn’t used digital channels prior to the pandemic are suddenly much more comfortable doing so; those who were already familiar now rely on digital to an even greater degree. The consumer has changed and is unlikely to revert—which means that the industry must follow suit.What complicates matters is that digital channels have not replaced traditional stores. Today’s retail revolution is additive in nature: Consumers want more choice. More convenience. More customization. More personalization. More localization.In our recent joint paper with The Consumer Goods Forum and Oracle, A New Way to Serve: The Next Big Opportunity for FMCG and Retail, our experts review how these trends are reshaping the global business landscape and how retailers and consumer goods organizations, in particular, must adapt their supply chain to serve the business, defend against future disruptions, and fulfill the brand’s promise to the shopper.
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