Wizz Selvey is an experienced retail executive specialising in brand building, buying, marketing and sales development across multiple product categories, Speaker and Customer Experience expert. Today we talk with her about the future of retail in this “new normality”.  Although we are in the time of changes, Wizz is optimistic about the future of retail and ensures that ” it’s a great opportunity for the local high street”.

What do you think the post-COVID retail landscape will look like?

The retail landscape will have evolved at a rapid pace.  Digitisation will become the new normal for a lot of people. Physical space will need to be more about experience and more people will be shopping locally, so it is a great opportunity for the local high street.

Now is the time to evolve and listen to the customer

In this rapid evolution… What will be the biggest problem or weakness that the physical store have to deal with?

The physical store will have to understand its value, too often retailers look at physical and digital separately. Although we talk omni-channel it is important to Understand the value of when a customer does have an experience in store it must exceed expectations and provide them with a point of different to what they can already experience through digital platforms: experience and excellent customer service.

What role will technology play? Do you think it can help with this new “experience and the excellent customer service” that you are talking about?

Technology should be balanced with people – bridging the two to create a customer experience tailored to the customer is a huge opportunity.

Physical space will need to be more about experience

Are you optimistic about the future of retail? or do you think it will disappear? 

I am optimistic about the future of retail, it has been changing for a long time and COVID19 has fast-tracked many trends and movements, it has been time for many brands and retailers to make changes and this is forcing them to do so.  Now is the time to evolve and listen to the customer.

Thank you so much Wizz 🙂