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Leveraging Technology-Based Safety Initiatives to Thrive in the Next Normal

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Q4, 2020

As the speed and complexity of business increases, companies are rushing to adopt digital transformation strategies to keep up. Technology can drive these efforts, but lack of system flexibility can also derail them.

The core tenets of the new retail experience are safety and convenience.

Shopper Expectations

Convenience & Safety

There has been a huge surge in digital sales, and in the adoption of new fulfillment options such as curbside pickup and BOPIS. While shoppers are trickling back into stores their trips are very focused and they want a quick in and out of the store.

Safety is #1

It’s the most important factor that shoppers weigh before visiting a store. The second most important factor is Speed of Checkout. (Aug ‘20)

Associate Expectations


Front-line retail associates and supply chain workers (warehouse, logistics) currently value safety and security of their workplace over everything else. Safety will be a key determinant in getting associates to turn up for work and in hiring new associates to meet holiday demand.

Safety is #1

It’s also the most important factor that associates weigh before rejoining or going back to work. (Jun ‘20)

New Business Processes

Contactless & Swift

Retailers have had to adapt their business processes to support new payment and fulfilment methods, sanitize and quarantine merchandise and make all aspects of the store experience as contactless as possible.


of retailers expect the volume of their contactless payments to go up in the next 18 months. (Aug ‘20)

To enable greater safety and convenience, retailers must leverage new technology to build Contactless Operations.

Building contactless operations is no easy task, it requires a fundamental re-imagining of the physical store, all operational processes and the underlying technology that support it. There are three core pillars that retailers need to focus on to transform their operations.

The 3 pillars of Contactless Operations:



Building a frictionless and contactless shopping and associate experience.



Ensuring that all premises, and data is secured.



Using analytics and new technologies to drive decisions.