This has been an unprecedented year for retail, with COVID-19 stretching brick-andmortar businesses to the breaking point. A study by McKinsey & Company tells us that traditionally, retailers who focus on the Customer Experience (CX) have been more resilient in down times than those who don�t.1 Therefore, those retailers who had already implemented creative ways to combat the loss of foot traffic due to e-commerce, by expanding the ways people can shop, fared somewhat better when COVID came on the scene. Parcel lockers contributed to their ability to ride out the storm.
