The pandemic has not just altered the way we shop but also highlighted the importance of having a strong omnichannel retail experience in a post-pandemic world. Despite notable progress being made in recent years, there is still much room for improvement in Malaysia's retail industry. Creating a seamless, tech-enabled shopping experience can be challenging, but a successful transformation into an omnichannel model will undoubtedly benefit both retailers and consumers.
In this report, we share the results of our omnichannel readiness study of 50 retail brands in Malaysia. We discuss how retailers can leverage new opportunities and technologies to adapt to changing consumer demands, whilst navigating the risks and challenges along the transformation journey.