REPORT: Retailers Need to Rethink Customer Journey

| July 15, 2020

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The Covid-19 pandemic is accelerating consumer behaviour shifts which were underway even before the crisis hit, according to a recent consumer insights report from PwC Canada. Retailers will have to increasingly tailor their customer journey strategies to the buying behaviours of Gen Z consumers, and a larger work-from-home workforce.

PwC surveyed 1,002 consumers in Canada pre-Covid, focusing on the large urban centres of Toronto, Montreal, and Vancouver. A follow-up survey was conducted with 1,000 Canadians in spring 2020.

Canadian consumers have a higher risk perception of the pandemic than US consumers, which could hold them back from regular shopping patterns for a longer period, according to the consulting firm.

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Real vs. Virtual Backgrounds. Which is Best for your Zoom Call?

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